Resolutions Investigator/Senior Investigator

Fidelity International; England; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading financial services provider in the United Kingdom is looking for a Resolutions Investigator to manage complaint cases and ensure customer satisfaction. The role involves investigating and resolving complaints while fostering positive relationships with customers. Candidates should have a relevant background in UK financial services and excellent communication skills. Comprehensive training is provided, along with a focus on professional development for industry-recognized qualifications. A comprehensive benefits package is offered, supporting well-being and flexibility in working.

Benefits

Comprehensive benefits package

Flexible working arrangements

Qualifications

• Proactive approach to professional development with willingness to achieve industry-recognised qualifications.
• Ability to communicate clearly with customers over the phone and in writing.
• Demonstrated commitment and professionalism in the workplace.

Responsibilities

• Manage assigned complaint cases with diligence and adherence to standards.
• Communicate proactively and empathetically with customers.
• Investigate complaints thoroughly and implement effective resolutions.
• Champion compliance with FCA DISP and Consumer Duty regulations.
• Identify and escalate potential risks swiftly.
• Uphold business integrity through professionalism.
• Collaborate with colleagues to enhance customer experience.
• Enhance analytical skills for problem-solving and creative thinking.
• Build relationships within the organisation.

Skills

Interpersonal skills

Communication skills

Problem solving

Creative thinking

Resilience

Education

Relevant background in UK financial services

Tools

Microsoft Office

Job description

Resolutions supports Fidelity drive our values of Integrity & Trust by being Brave, Bold, Curious & Compassionate, playing a critical role in resolving complaints & providing independent data and insight. About your role As a Resolutions Investigator, you will be responsible for ensuring every customer feels heard, valued and satisfied. You will be investigating, resolving, and responding to complaints with a focus on delivering fair outcomes. As a complaint handler, you play a crucial role in driving customer‑centric change within the business, using solid reasoning and precise auditing of all complaint cases. We are committed to fully supporting you in this role via coaching and training to be successful in this role. Key responsibilities include (but are not limited to):

Responsibilities

• Manage assigned complaint cases with diligence, adhering to business standards and regulatory requirements, ensuring each case is handled professionally and efficiently.
• Communicate with customers proactively and empathetically, both over the phone and in written correspondence, to foster positive relationships and enhance customer satisfaction.
• Utilise all available resources and information to thoroughly investigate complaints, identify any errors, and implement effective resolutions that meet customer expectations.
• Champion Fidelity's commitment to the FCA DISP and Consumer Duty regulations by promptly addressing concerns and ensuring customers feel valued and respected throughout their journey, aligning with the Treating Customers Fairly framework.
• Identify and escalates issues that may pose regulatory, reputational, or financial risks, ensuring they are addressed swiftly and appropriately.
• Uphold Fidelity's reputation and business integrity by consistently demonstrating professionalism and ethical conduct.
• Collaborate effectively with colleagues, sharing expertise and insights to enhance the overall customer experience and contribute to continuous improvement within the team.
• Problem Solving: Enhance your ability to analyse complex issues and identify effective solutions, building confidence in handling challenging situations.
• Creative Thinking: Foster innovative thinking by approaching problems from new angles, contributing to improved processes and increased customer satisfaction.
• Resilience: Strengthen your capacity to manage stress and adapt to change, ensuring consistent high performance even in demanding circumstances.
• Network Building within Fidelity: Establish valuable relationships within the organisation, broadening your professional network and promoting collaborative efforts across teams.

Qualifications & Skills

• Relevant background in UK financial services is required. Formal complaint handling experience is not essential, as comprehensive training will be provided.
• The successful candidate will demonstrate a proactive approach to professional development, showing a willingness to work towards and achieve industry-recognised qualifications such as IOC1, FA2, or CF1 within 4 years of starting at Fidelity, with the support and guidance provided by the organisation.
• Excellent interpersonal skills with the ability to communicate clearly and confidently with both internal and external customers, over the phone and through written communication.
• Proficient user of Microsoft Office applications, including Word, Outlook, and Excel.
• Demonstrated commitment, professionalism, and maturity in the workplace.

Benefits

For starters, we'll offer you a comprehensive benefits package. We'll value your wellbeing and support your development. And we'll be as flexible as we can about where and when you work - finding a balance that works for all of us. It's all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.