Resolutions Investigator/Senior Resolutions Investigator

Title                 Resolutions Investigator

Department      Resolutions

Location          Kingswood, Surrey

Reports To       Team Manager

Level                Resolutions Investigator (2/3)

We help our clients invest for the future and to live the lives they want to lead. It’s a responsibility we take seriously and it inspires us to do the right thing. Not just for our clients, but for each other and the world around us too. So, join Resolutions and feel like you’re part of something bigger.

About your team

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):

• 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 escalate 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.

About you

• 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 reliability and ability to work effectively in a professional environment.

Skills you will develop

This role offers a unique opportunity to grow both personally and professionally. You will not only work towards industry-recognised qualifications but also have the potential for career progression within the team through the Resolutions Competency Framework. As a Resolutions Investigator, you will be supported by your manager and our Process Trainers to develop the following skills:

• 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.

Feel rewarded

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.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.