Customer Services Representative

Fidelity International; England; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading financial services provider seeks a Customer Service Representative in Surrey. You'll handle customer queries across various channels, ensuring resolution while explaining products professionally. Ideal for those with prior experience in customer service, excellent communication skills, and a dedication to helping others. The role promises career stability and offers a comprehensive benefits package, including pension contributions, medical insurance, and wellness support.

Benefits

Pension contributions

Private Medical Insurance

Cycle to Work & TaxSaver tickets

Free access to on-site gym

Enhanced parental & family leave

24/7 Employee Assistance Programme

Dynamic working options

Qualifications

• Experience in a customer service role, ideally in a corporate environment.
• Excellent phone manner and verbal communication skills.
• Strong listening skills and a customer-first attitude.

Responsibilities

• Helping customers by handling queries with professionalism.
• Explaining financial products clearly to customers.
• Taking ownership of each interaction for resolution.

Skills

Customer service experience

Verbal communication skills

Listening skills

Team-oriented approach

Job description

Job Overview

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.

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.

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.

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. 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.

What We Offer

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