Customer Services Representative

Fidelity International; Kingswood; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Pension contributions

Private Medical Insurance

Cycle to Work & TaxSaver

Free on-site gym

Enhanced parental & family leave

Employee Assistance Programme

Dynamic working options

Job summary

Fidelity International in Kingswood Fields, Surrey, UK, is seeking a Customer Services Representative to join our Client Services team on a permanent basis. You will handle customer queries primarily by phone, explain financial products clearly, and ensure issues are resolved with empathy and accuracy.

We offer comprehensive training, a supportive environment, and opportunities for growth. The role features hybrid working options and a benefits package aligned with long-term career stability.

Responsibilities

• Handling customer 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 to ensure full resolution
• Logging and escalating any potential risks, fraud cases, or vulnerable situations
• Handling complaints constructively, aiming for early resolution

Job description

About the Opportunity

Job Type: Permanent

Application Deadline: 05 September 2026

Title: Customer Services Representative

Department: Client Services

Location: Kingswood, Surrey, UK

Salary: £25,700 plus bonus

Start date: 13th and 27th January 2026

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.

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:

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