Customer Service Representative

Fidelity International; Kingswood; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Pension contributions

Private Medical Insurance

Cycle to Work & TaxSaver tickets

Free on-site gym access

Enhanced parental & family leave

24/7 Employee Assistance Programme

Dynamic working options

Job summary

Fidelity International in Kingswood, Surrey, is seeking a Customer Service Representative to join our Client Services team. You’ll handle customer queries via phone, email, and letters, explain financial products, and drive first-time resolution with a customer-first mindset.

The role offers comprehensive training and support, with a hybrid working arrangement and strong opportunities for professional growth within a trusted global financial services company.

Qualifications

• Experience in a customer service role, ideally in a corporate environment.
• Excellent phone manner and verbal communication skills.
• An appetite to grow your expertise through continued learning.
• Strong listening skills and a customer-first attitude.
• Comfortable using digital tools and eager to learn new systems.
• A team-oriented approach and a genuine interest in helping others.

Responsibilities

• Handling customer queries with professionalism and empathy across multiple channels (phone, email, letters).
• Explaining financial products clearly and guiding customers to helpful tools and information.
• Taking ownership of each interaction, ensuring full resolution.
• Logging and escalating any potential risks, fraud cases, or vulnerable situations.
• Handling complaints constructively, aiming for early resolution.

Skills

Experience in customer service

Excellent phone manner

Verbal communication

Active learning

Strong listening

Teamwork and helping others

Tools

Digital tools

Job description

About the Opportunity

Job Type: Permanent

Application Deadline: 01 October 2026

Title: Customer Service Representative

Department: Client Services

Location: Kingswood, Surrey, UK

Salary: £27,000 plus bonus

Are you ready to make a real impact? Join Fidelity International as a Customer Service Representative at our thriving Kingswood Fields office in Surrey and help our customers solve problems no one else can. Whether you're starting your career or taking the next step, you'll find an environment built for your success with expert training, ongoing support, and a strong sense of purpose.

About Fidelity International

With over 50 years’ experience, Fidelity helps millions worldwide build better financial futures across 25+ locations. People are at the core of our business and we support each other and take pride in doing what’s right.

Inside the Client Services team

Joining our Client Services contact centre team means becoming part of a supportive community delivering expert client support. From day one, you’ll receive comprehensive training including classroom, digital tools, and hands-on coaching to help you grow and succeed.

What you’ll do

• Helping customers by handling queries with professionalism and empathy across multiple channels (primarily phone, with email and letters).
• Explaining financial products clearly and guiding customers to helpful tools and information.
• Taking ownership of each interaction, ensuring full resolution.
• Logging and escalating any potential risks, fraud cases, or vulnerable situations.
• Handling complaints constructively, aiming for early resolution.

What you’ll bring

• Experience in a customer service role, ideally in a corporate environment.
• Excellent phone manner and verbal communication skills.
• An appetite to grow your expertise through continued learning.
• Strong listening skills and a customer-first attitude.
• Comfortable using digital tools and eager to learn new systems.
• A team-oriented approach and a genuine interest in helping others.

Why join us in Surrey?

Our Kingswood Fields site is set in the beautiful Surrey countryside and is our largest UK office. The campus features three buildings, extensive grounds, an on-site gym, on-site parking, free coach transfers from nearby train stations, and a fantastic restaurant and deli bar.

A role that offers real rewards

• Pension contributions: 10% employer-funded plus up to 3% matched
• Private Medical Insurance: comprehensive cover for you and your family
• Cycle to Work & TaxSaver tickets: save on your commute
• Free access to on-site gym & wellness support: prioritise your health
• Enhanced parental & family leave: support when it matters most
• 24/7 Employee Assistance Programme: confidential mental health and wellbeing services
• Dynamic working options: hybrid flexibility for home and office balance

Your future starts here: If you’re ready to join a company that offers opportunity, growth, and purpose, we’d love to hear from you.