Title: Resolutions Apprentice

Department: Resolutions

Location: Kingswood, Surrey UK – We offer free employee parking and shuttle bus services at this location.

Reports To: Manager

Job Type: 2-year Fixed Term Contract

Apprenticeship: Financial Services Administrator Level 3, with CISI Introduction to Securities and Investment Exam    Level 3 Financial Services Administrator Apprenticeship

Introduction

At Fidelity International, we see our apprentices as a vital part of our business. We’ll give you the support and training you need to succeed, whilst gaining a qualification. In return, you’ll help us deliver world class services and become highly knowledgeable about our business.

We offer investment solutions and services and retirement expertise to more than 2.4 million customers globally. As aprivately held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term. By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial futures.

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.

We know that having a diverse range of employees and an inclusive environment where people can be themselves leads to better business and Fidelity is about creating a culture where people’s differences are welcomed, encouraged and celebrated.

What you’ll be doing:

As a Resolutions Apprentice, you’ll provide first line support to our customers, advisers, and members investigating and resolving complaints (products include ISAs, SIPPs, GIAs and Workplace Pensions). Reporting to the Team Manager in the Resolutions team, you will be investigating, resolving, and responding to complaints (over the phone and in writing) with a focus on delivering fair outcomes. The role is extremely varied and provides a great foundation for fulfilling your career aspirations.

You’ll play a key role in supporting client-focused improvements by investigating complaint cases accurately. You’ll also be encouraged to identify and suggest process enhancements to help prevent future issues and improve customer experience.

Fidelity is passionate about the service it offers its customers, 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.

We don’t expect you to know everything from day one — and that’s okay. You’ll be supported throughout your journey with us, with opportunities to shadow colleagues, connect with previous apprentices, and use dedicated development time to build a strong understanding of our business and how we work.

What we look for:

We’re looking for people that are interested in both the industry and the sector but ultimately, we are looking for those seeking a career which will reward them with both job satisfaction and career development. During your apprenticeship, you will gain important insights and skills whichwill prepare you well for your future, as well as learning from some of the best in the industry. 

• We value individuals who are customer-focused, curious, and passionate about helping others—problem-solving and a genuine interest in people are qualities we admire.
• You’ll be confident in building rapport and networking with colleagues across the business and engaging effectively with customers.
• You’ll actively seek opportunities to enhance our services, consistently demonstrating Fidelity’s core values of integrity and trust. careers.fidelityinternational.com
• With a high level of energy and creativity, you’ll bring fresh ideas and continuously explore new ways of working and solving challenges.
• We appreciate candidates who show resilience, determination, and perseverance, especially when faced with complex or demanding situations.
• You’ll be driven to achieve targets and goals, with a strong sense of purpose and accountability.
• We’re looking for people who are eager to learn and grow—those who see their career as a long-term journey and want to invest in their future with us.

We welcome applications from students from all educational backgrounds. If you’re inquisitive and ambitious, an apprenticeship at Fidelity could be a great opportunity for you.

As a minimum requirement you’ll need to:

• Have achieved GCSE Grade 4 or above in English and Maths and a Further Education qualification (A Levels, BTEC, IB etc.)
• You are a self-starter and motivated to study independently for the CISI Introduction to Securities and Investment Exam
• Have good computer skills (knowledge of Microsoft Word, Excel and Power Point preferred)
• You are curious and have an interest in problem solving
• Have excellent communication skills; both verbal communication (speaking to customers on the phone) and written communication (writing letters)
• You can demonstrate attention to detail
• You can build relationships with internal and external stakeholders
• Have the Right to Work in the UK
• Have lived in the UK for 3+ years
• Be available to join us in September 2026

Training and Development

Over your two-year apprenticeship programme, you will be based in our Surrey offices, where you’ll not only learn how our complaints teams contribute to making our organisation work seamlessly, but also build your knowledge of the wider business.

You’ll start your apprenticeship with a mini-induction, during which we’ll introduce you to investment management and how it fits into the City. After that, there are many more ways to develop your skills as your apprenticeship progresses.

At every stage, your development will be underpinned by the best apprenticeship training and professional certified courses.

Unlike other firms that hire on a volume basis, we take on a select number of apprentices. You will be highly valued here, so your development is heavily invested in from day one.

Social and networking events will help you get to know our people and culture. All the while you’ll be learning on the job, working to clear goals and understanding your own potential.

Future Opportunities

During your time with us you’ll get to learn even more about what you enjoy, what you’re great at, and how to develop the career path that’s perfect for you. Our apprenticeship programmes may even lead to full-time opportunities if that’s what you’re looking for.