Customer Service Representative

Fidelity International; Tadworth; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Pension contributions: 10% employer-fu

Private Medical Insurance

Cycle to Work & TaxSaver

On-site gym & wellness support

Enhanced parental & family leave

24/7 Employee Assistance Programme

Dynamic working options

Job summary

Fidelity International in the United Kingdom seeks a Customer Service Representative for our Kingswood Fields office in Surrey. You will support customers across phone, email and letters, explain financial products clearly, and take ownership to resolve issues with empathy.

Join a collaborative Client Services team with comprehensive training and ongoing development, offering hybrid working options and a strong sense of purpose in helping customers manage their financial futures.

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

• 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.

Skills

Customer service

Phone manner

Verbal communication

Listening skills

Team player

Willing to learn

Digital tools

Tools

CRM software

Job description

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

Your role and responsibilities include:

• 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.

Requirements

• 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.

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

We offer long-term career stability, a clear development path, and a comprehensive benefits package including:

• 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.