Complaints Senior Associate - WI (Pensions)

Title: Senior Associate - WI Complaints

Department: Client Engagement

Location: Kingswood, Surrey

Reports To: Team Manager

About Fidelity International

Fidelity International offers world class investment solutions and retirement expertise. We are a privately owned, independent company, with the commitment and resources to provide the investment expertise, technology and service innovation needed to help our clients achieve their financial goals.

Our people are passionate, engaged, smart and curious, and we give them the independence and the confidence to make a difference. While we take pride in the excellence of our investment solutions and client service, we know we can always do better. We are honest, respectful and make tough calls, challenging the status quo to achieve better outcomes through innovation. Above all else, we always put our clients first.

Find out more about what we do, our history, and how you could be a part of our future at www.fidelityrecruitment.com/europe/about-us

Our Values

All of our people must be able to demonstrate affinity with the Fidelity core values:

Innovation - Being willing to experiment and try new and better ways to serve our clients

Integrity - Taking personal responsibility for always acting in the best interests of our clients

Excellence - Striving to be the best while knowing we can always be better next time

Our Behaviours

All of our people must be able to operate in accordance with our behaviours:

Commitment - We are committed to our clients and proud to work for Fidelity. We push through obstacles to make things happen; we make decisions quickly and thoughtfully. We are individually committed to building a culture of excellence.

Collaboration - We collaborate with colleagues, seek alternative views, invite different ideas and always challenge traditional thinking. This approach allows us to create a whole that is much greater than the sum of its parts.

Client Focus - We are expected to, and measured on, our ability to put our client first. We go the extra mile to understand their needs and strive to exceed their expectations. We listen carefully, we communicate clearly, and we're quick to respond. We're respectful of the trust placed in us to manage their money.

Department Description

Driven by our values of Integrity, Innovation and Excellence; Fidelity's client-focused vision is "to deliver innovative client solutions for a better future". The Client Engagement team supports Fidelity's retail and workplace investing business channels. It plays a critical role in capturing and addressing the needs of our customers and establishing a consistent voice in response to those client needs; whether expressed through feedback, complaints or social media.

Purpose of your role

Reporting to the manager of the Workplace Investing complaints team, you will be responsible for investigating, resolving and responding to complaints which could carry a financial, regulatory or reputational implication for the business. The role is extremely varied and provides a great foundation for fulfilling your career aspirations.

Our complaints may be regulated and complex in nature. In line with regulations, you will investigate complaints thoroughly, find solutions, solve problems and make impartial decisions to determine fair outcomes for those that have complained. Throughout the process you will liaise with scheme members, IFA's and third parties as well as internal stakeholders and in doing so you will opine on every case, at all levels.

The role of a complaint handler is key to help drive client centric change within the business through solid reasoning and accurate audit of all complaint cases. Furthermore, you will be empowered to identify improvements that can be made to our processes and procedures to prevent future occurrences of these issues.

Fidelity is passionate about the service it offers, and you will play a critical role in influencing the external perception of Fidelity's brand. You will be responsible for customer care and delivering excellent customer service in a timely manner. Our aim is to address each complaint with a level of detail and quality that exceeds customer expectations. Irrespective of the outcome of their complaint, we strive to inspire loyalty from each customer by turning a negative experience into a positive one.

Key Responsibilities

• Deal with all complaint cases you are allocated to agreed business standards and in line with regulations
• Work efficiently to ensure a significant contribution in reducing the stock of complaints or keeping the volumes at an acceptable level
• Communicate effectively with members over the phone and in writing in a friendly, empathetic and professional way
• Use effective questioning to fully understand the nature of a complaint and its impact on the member and Fidelity
• Use all available sources of information, knowledge and investigative skills to fully explore complaints, identify errors and resolve them to the satisfaction of the member and Fidelity
• Capture all details and progress of a complaint in a structured way, categorising it in accordance with the standards of the business and the regulator
• Take ownership for continued learning of Fidelity's products, services, systems and processes
• Keep regulatory knowledge and competencies required for the role up-to-date
• Identify and suggest ways to improve the customer experience, customer service and complaint handling
• Work collaboratively with colleagues, sharing specialist knowledge and skills within the business to educate and enable others to improve the customer experience and to avoid or resolve customer complaints
• Develop a network of contacts throughout the business to facilitate the gathering of information and to use in providing expert guidance when resolving complaints
• Support Fidelity's Treating Customers Fairly (TCF) framework, ensuring concerns are promptly reported
• Escalate matters that have regulatory / reputational / financial risk
• Ensure the reputation and business integrity of Fidelity is upheld at all times

Experience and Qualifications Required

• Experience in a customer-centric environment; formal complaint handling experience would be advantageous
• Technical pensions knowledge and experience of Workplace pensions
• FA2 and CF1 qualifications preferable, or willingness to work towards them
• In-depth knowledge of Fidelity's products, services, systems and processes would be an advantage
• Excellent organisation skills; ability to manage and prioritise several tasks simultaneously, working under pressure and to tight deadlines
• Problem solver with keen analytical and investigative skills
• Confident questioning and effective listening skills
• Good interpersonal skills with the ability to communicate effectively and appropriately with internal and external customers, verbally and in writing
• Ability to influence and negotiate at all levels
• Accuracy and attention to detail is essential
• Proactive team player with initiative and a strong desire to make things happen; able to anticipate difficult situations and find practical solutions to issues as they arise
• Commitment, professionalism and maturity
• Experienced user of Microsoft Office - Word, Outlook and Excel

We are committed to be an inclusive and diverse company to work for and strive to create a culture where flexible working is encouraged so that we retain and attract the best talent by offering working patterns that suit both individual and business needs.