Customer Service Representative Apprentice

Summary

Start your career with a Customer Service Representative Apprenticeship at a global investment firm. You'll handle client enquiries, resolve issues, and support onboarding, while developing communication, problem-solving, and service skills with clear routes for long-term progression. Apply now to start your career within a professional team!

Wage

£24,570 a year

Check minimum wage rates (opens in new tab)

Training course

Customer service practitioner (level 2)

Hours

Monday- Friday 9am- 5pm (30 min lunch)

37 hours 30 minutes a week

Start date

Monday 18 August 2025

Duration

1 year

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

Your duties will include:

Respond promptly to customer inquiries via the most appropriate format to deliver excellent customer service
Provide accurate information regarding Fidelity and client products and services, policies, and procedures
Resolve customer complaints and issues efficiently, ensuring customer satisfaction
Process orders, forms, applications, and requests
Maintain detailed and accurate customer records in the CRM/WMS system
Collaborate with other departments to address customer needs and escalate complex issues when necessary
Follow up with customers to ensure their issues are resolved and they are satisfied with the service
Maintain the inquiry inbox to agreed service levels ensuring contact and resolutions times are adhered
Identify and report trends in customer feedback to improve services and processes
Participate in training and development programs to stay updated on company products and services
Contribute to a positive team environment and support team members as needed
Support client onboarding process as required from time to time

Where you'll work

1 Orion Close,
Mustang Park,
NN11 8NW

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

THE NVQ TRAINING CENTRE LIMITED

Your training course

Customer service practitioner (level 2)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
Demonstrate patience and calmness.
Show you understand the customer’s point of view.
Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
Maintain informative communication during service recovery.

Your training plan

Teaching and learning the skills, knowledge and behaviours within Customer Services

Requirements

Essential qualifications

GCSE or equivalent in:

Maths (grade 4)
English (grade 4)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Attention to detail
Communication skills
Customer care skills
Initiative
Organisation skills
Patience
Problem solving skills
Team working

Other requirements

Have you considered hours/ location/ wage?

About this company

At Fidelity International, our purpose is to work together to build better financial futures for our clients and we believe that investing, over the long-term, is critical to achieving that. As a family and management-owned company, we think generationally in terms of the services we build and provide, as well as the way in which we invest on our clients’ behalf. Our focus is on delivering sustainable investment returns for our clients, while managing our impact on society and the environment. To do this, we incorporate sustainability into our business operations and our investment process, working with investee companies to help them operate more sustainably in order to deliver those long-term returns and secure a better future for all. Our Global Platform Solutions business is present in several markets around the world. Although our services differ from market to market, we can provide individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance. For individual investors and their advisers, we provide guidance to help them invest in a simple and cost-effective way, through best-in-class products from across the market, combined with relevant experience and expertise. For employers, we provide workplace pension administration services on top, or independently of investment management, helping them to support their own employees to feel financially secure and in control.

After this apprenticeship

Upon successful completion of the apprenticeship, you may be offered a permanent role within the team
This position provides a strong foundation for future progression

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