Customer operations

In Retail Operations, a wide variety of specialists make up an area we call Platform Services. Active in a variety of competitive and complex markets, Platform Services makes sure every client experience is positive from start to finish.

Whether you join the team in Client Account Management, Process Design or UAT Business Testing you’ll interact daily with colleagues from Europe, Asia and the Middle East, and build a deep understanding of our products and services, our different technologies, and the UK investment and distribution market. You’ll get close to our customers too. And you’ll never lack challenge.

Fidelity DC Pensions provides investment, product, administration and communication services to the (DC) corporate pensions market.

The Institutional business accounts for almost 50% of FIL’s assets. Institutional Customer Services is where all client servicing, administration and general operations takes place supporting more than 800 Institutional clients from the UK, Europe, Middle East, Japan and Australasia.

Client Services is focused on helping our customers, who are at the heart of the business.

Our vision is to build the strongest possible customer relationships. Client Services is crucial to that vision. We aim to meet the needs of not only our customers, but their customers too: needs that are outlined in their initial phone call, letter or electronic message to Fidelity.

Client Services employs some 280 staff across the UK and India in a range of roles. Depending on the team you join, you might be handling incoming calls from customers, making outbound customer calls, dealing with complex queries from customers by letter, phone or email, identifying innovations, or supporting new projects and initiatives. Show particular promise and ability and you could become part of our internal talent programme which develops our future people managers.

This consists of four main areas: Investment Platform Services, Operational Architecture Group (OAG), Operational Development and Testing, and Risk Management.

We look at individuals who have the ability to interact confidently and forge strong relationships, with the determination and motivation to deliver in a fast-paced environment.

Platform Services is responsible for a broad range of customer contact and operational processes on behalf of the UK Retail and Defined Contribution businesses.  The Platform Services team is responsible for managing the contact centre and inbound and outbound correspondence with customers. The team also controls a series of vital operational functions including the scanning of client documentation, automated and manual dealing, pricing of our onshore, offshore and platform fund ranges, transfers, re-registration, retirement and the payment of commission to our introducers. 

The Investment Platform is part of the business model responsible for delivering the core range of investment products (tax wrappers and asset classes) and record keeping services across the UK. This role focuses on managing and developing the overall proposition, to ensure it meets business channel requirements, market standards and regulatory requirements. It is also responsible for managing the relationships with business partners and suppliers.

The Operational Architecture Group (OAG) partner with internal Fidelity customers to optimise and streamline business processes by challenging existing practices and offering improvements.

Operational Development and Business Testing is part of Platform Shared Services and Change and has two key responsibilities: it provides project management and subject matter expertise for the operational work streams of projects emanating from the UK Business, Product Development and Regulatory Oversight. It also provides a User Acceptance Testing service for UK Retail, Institutional Defined Contributions, Institutional Defined Benefits and Platform Services. The service involves interaction with Technology, the Business and Operations to test and sign-off changes to the Web, FIL internal systems and interfaces to external systems such as SWIFT.

In Business Operations and Change, a wide variety of specialists make up an area we call Platform Services. Active in a variety of competitive and complex markets, Platform Services makes sure every client experience is positive from start to finish.

Whether you join the team in Client Account Management, Process Design or UAT Business Testing, you’ll interact daily with colleagues from Europe, Asia and the Middle East, and build a deep understanding of our products and services, our different technologies, and the UK investment and distribution market. You’ll get close to our customers too.