About the opportunity
Customer expectations are ever growing in demands and the Client Services area is a key player in providing first line customer care. The vision of the department is to deliver a seamless, joined up experience to our customer and advisers when they want it, however they want it. Our role is to provide our clients and advisers with help, expertise and guidance on a range queries using the interactions to build strong relationships to develop trust in our business. We provide an important role in growing and evolving the business through active promotion of our products and services within these interactions. The way we operate is also key to creating a high level of engagement and job satisfaction from our employees helping to retain great talent within the organisation.
What you’ll do
The Content Team is currently responsible for managing external and internal help and support for Client Services. This involves managing the Help and Support function online for both Customers and Advisers, maintenance of our internal support solution (currently AskSID) and general communication of business updates within Client Services. Content Team is also responsible for approving and gaining sign off on templated customer responses and bespoke bulk written communications.
The team is developing and will be involved in projects over the course of the coming year, for example with the migration of AskSID content to a new solution and the building of Help and Support for Members.
This role is an opportunity for an organised individual with excellent written and communication skills and strong attention to detail who will be able to support both day to day team functions and project based activities within the team.
Your Key Accountabilities
Maintain existing AskSID content and add new content
Maintain existing Help and Support
Become subject matter expert for Transversal (content management system)
Responsible for providing weekly business update to Client Services
Continuously improve content to increase usage
Organise and obtain sign off for Client Services letter review board
Subject matter expert within projects where required
Restructure and review of current internal content
Host workshops and gather requirements with key stakeholders
Host training sessions when required
Manage audit of existing content
Manage delivery of new content to align with functional deliveries
Keep up to date with own procedural and process knowledge
Approval of content
Skills and Experience
Able to use initiative and to make decisions
Self-motivated with the ability to plan, organise and manage time effectively
Strong focus on delivering accuracy and quality within tight deadlines
Able to communicate with key stakeholders at all levels
Passionate about delivering continuous improvement
Exposure of working in a Service Centre environment
Excellent written skills
Strong attention to detail
Organise and prioritise team and project work load
Innovative ideas and willingness to challenge procedures and ways of working in order to improve
Knowledge of Sharepoint management would be advantageous
Basic web programing
Good Powerpoint and Excel skills
About Fidelity International
Fidelity International offers investment solutions and services and retirement expertise to more than 2.56 million customers globally. As a privately-held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term. Operating in more than 25 locations and with $783.6 billion in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals.
Our Workplace & Personal Financial Health business provides individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance. Together with our Investment Solutions & Services business, we invest $567 billion on behalf of our clients. By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial futures.
Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.
We are committed to being a truly flexible employer, encouraging and trusting our people to perform their role in the way that works best for them, our business, our colleagues and our clients. We offer the maximum possible flexibility over where and when you work for all, considering your role and any local regulations. We call this new approach "dynamic working".
Find out more about what we do, our history, our new approach of "dynamic working" and how you could be a part of our future at https://careers.fidelityinternational.com/about-us
Applying to this Job Role: Please note you are only required to upload your CV/Resume to the application screen.