Retirement Consultant - Retirement Solutions team

  • Salary: Negotiable
  • Location: Tadworth, England, United Kingdom
  • Job Type: Full time
  • Company: Fidelity International

The role of the department is to provide support and information to customers investing with Fidelity; to assist in resolving any queries; and to actively promote our products and services. The aim is to meet all of our customers' needs, outlined in their initial phone call to Fidelity. In providing this service, our vision is to build strong customer relationships and a superior and highly satisfied group of employees.

Purpose of your role

The purpose of the role is to provide pension technical support to the phones teams, customers and Independent Financial Advisers. This could be through a variety of contacts such as phone, email and post. You will also be required to monitor, record and analyse the types of queries and support the upskilling of all staff across Client Services. You will gain and retain an up-to-date and extremely high level of technical, product and procedural competence which can be applied in a practical manner. You will develop and maintain a full and complete understanding of the businesses you are dealing with, proactively looking for opportunities to improve that relationship and heading issues off before they happen. You will take part in off phone work, mainly in assisting with resolution of more complicated issues. Your main objective is to deliver outstanding service to these customers and advisers and improve their relationship with Fidelity.

Key Responsibilities

  • Willingness to spend the majority of your time handling inbound customer and IFA calls that require technical support
  • Achieving consistently high average call quality scores (gold standard)
  • Proactively work to fully understand the relationship we have with our customers and advisers and how they interact with us and working to support and improve that relationship at all times
  • Handling escalated cases and taking escalated calls, handing them off only when entirely necessary
  • Investigate issues thoroughly in order to solve them, or hand them off properly to another business area
  • Providing a named point of contact for resolution of issues and offering a one and done approach on most calls
  • Project awareness and ability to understand the bigger picture and how it may impact our firms
  • Build and maintain strong technical understanding of business and procedures / process flows
  • Identify Risks within Team / Dept and raise them with the account manager, suggesting possible solutions
  • Identify innovations for the way the accounts operate with FNW and raise them through the appropriate channels - providing evidence and driving them forward
  • Commitment to study towards IOC or other relevant exams
  • Build and maintain key internal relationships, particularly with the Account Managers, Operational Repair, product, propositions and Sales Teams
  • Work closely with other business areas in order to ensure a high level of service is delivered to all clients through driving forward service improvements
  • Support ongoing technical knowledge development within Client Services

Experience and Qualifications Required

  • Ability to take ownership of individual issues and ensure they are resolved to the satisfaction of the customer and Fidelity
  • Experience within a fast paced contact Centre environment
  • Commitment to providing excellent customer service
  • An in-depth understanding of the pension market place
  • Possess relevant pension industry recognised qualifications
  • Previous experience of dealing with Self Invested Personal Pensions (SIPP's)
  • Outstanding call quality and a drive to succeed
  • Energetic, enthusiastic and solution focussed
  • Awareness of adviser market and industry developments
  • Excellent communication skills
  • Influencing skills
  • Accuracy and attention to detail
  • Can-do approach
  • Problem resolution skills, with the ability to think laterally, in order to offer solutions to ensure client satisfaction
  • Good knowledge of the investment industry, current events, funds and development within this sector
  • Self-starter, demonstrating a good use of initiative and prioritisation skills
  • Ability to work under pressure and to tight deadlines

Great minds, better together.

Fidelity International is an equal opportunities employer and is commited to a policy of treating all its employees and job applications equally.

Tadworth, England, United Kingdom Tadworth England GB