Customer Service Advisor

Responsibilities

• Handle direct customers or Independent Financial Advisor (IFA's) interactions through a range of channels, primarily phone and also email and letter - understanding their needs to provide the right solutions to them.
• Take ownership of every customer interaction to ensure issues and enquiries are resolved to the satisfaction of the customer and the business.
• Explain UK products & services as well as provide guidance on tools and sources of information to empower customers to self-serve.
• Adhere to the call process ensuring application of best practice in call introduction, query identification, resolution and call closure
• Acknowledge and manage customerplaints, striving to achieve early resolution where possible.
• Quickly and efficiently escalate risk, potential fraud or vulnerable customer situations, ensuring escalation to the appropriate person.

Your skills and experience

Feel rewarded

For starters, we'll offer you aprehensive benefits package. We'll value your wellbeing and support your development. 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 ourmitment 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 Job ID J47692