Customer Service Representative

FRI FIL India Business and Research Services Private Limited; United Kingdom; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Pension contributions

Private Medical Insurance

Cycle to Work & TaxSaver

On-site gym access

Enhanced parental & family leave

Employee Assistance Programme

Dynamic working options

Job summary

Fidelity International in the United Kingdom is hiring a Customer Service Representative for our Kingswood Fields, Surrey office. The role focuses on solving customer queries with empathy across phone, email, and letters, while explaining financial products and guiding clients to tools.

You’ll log interactions, escalate risks when needed, and handle complaints with a view to quick resolution. Training and support accompany a clear path to growth.

Qualifications

• Experience in a customer service role, ideally in a corporate environment.
• Excellent phone manner and verbal communication skills.
• Willingness to grow through continued training.
• Strong listening skills and a customer‑first attitude.
• Comfortable using digital tools and learning new systems.
• A team‑oriented approach and genuine desire to help others.

Responsibilities

• Handle customer queries with professionalism and empathy across multiple channels (phone, email, letters).
• Explain financial products clearly and guide customers to helpful tools and information.
• Take ownership of interactions, ensuring full resolution.
• Log and escalate any potential risks, fraud cases, or vulnerable situations.
• Handle complaints constructively, aiming for early resolution.

Skills

Customer service

Phone communication

Active listening

Teamwork

Willingness to learn

Job description

About the Opportunity

Job Type: Permanent

Application Deadline: 27 November 2026

Title: Customer Service Representative

Department: Client Services

Location: Kingswood, Surrey, UK

Salary: £27,000 plus bonus

We are now recruiting for new opportunities with a start dates from January 2027 onwards. 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.

Benefits package includes:

• 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.