Client Services Assistant

Fitch Learning
£15000 - £100000

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Job Description

At Fitch, we have an open culture where employees are able to exchange ideas and perspectives, throughout the organization, irrespective of their seniority. Your voice will be heard allowing you to have a real impact. We embrace diversity and appreciate authenticity encouraging an environment where employees can be their true selves. Our inclusive and progressive approach helps us to keep a balanced perspective. Fitch is also committed to supporting its employees by advancing conversations around diversity, equity and inclusion. Fitch’s Employee Resource Groups (ERGs) have been established by employees who have joined together as a workplace community based on similar backgrounds or life experiences. Fitch’s ERGs are available to connect employees with others within the organization to offer professional and personal support.

With our expertise, we are not only creating data and information, but also producing timely insights from every angle to influence decision making in this ever changing and highly competitive market. We have a relentless hunger to innovate and unlock the power of human insights and to drive value for our customers. There has never been a better time to make an impact and we invite you to join us on this journey.

F itch Learning partners with clients to deepen knowledge, develop skills and enhance conduct, delivering positive business outcomes. We have centers in established financial hubs including London, New York, Singapore, Dubai and Hong Kong. We are committed to understanding complex client needs across fast paced financial markets, globally. Our learning solutions encompass expert faculty, e-learning, coaching and blended candidate assessments, improving individual contribution and collective business performance.

Client Services Assistant

London, UK

Company Brief

Fitch Learning is a leader in financial services training. With unrivaled breadth and depth of training, the company delivers learning solutions for apprentices and graduates, to those with 10+ years’ experience in Financial Services. A truly global company we have offices in New York, Chicago, London, Singapore, Hong Kong and Dubai, providing services to many of worlds to banks and financial institutions.

Fitch Learning is part of the wider Fitch Group which includes; Fitch Ratings and Fitch Solutions. Agile and fast paced we are able to tailor our solutions to a wide range of Financial Services clients with operations in more than 30 countries.

We’re looking for individuals with drive, flexibility and passion to help us deliver a world class service to our clients. In return, Fitch Learning offers a fast paced, start-up like environment with considerable financial backing and stability that you associate with a larger corporate. It’s a place where you can really make a difference and progress in your career.

Role Purpose

The purpose of this role is to support Fitch Learning’s delegates studying for professional qualifications, through excellent service and delivery by meeting defined SLA objectives for key clients and delegates, being responsive to delegate requests and requirements, pro-actively giving advice and processing all delegate transactions.

Role Responsibilities

You will be the first point of contact for all delegate queries via e-mail, telephone and system helpdesks. While helping to manage the Client Services inbox, along with other members of the CSA team, you will be expected to respond to all inquiries within our standard SLA. Within this role, you will also be responsible for the following:

  • Managing delegate registration for training courses and exams in line with our client SLA’s
  • Working with a designated Client Services Manager on key accounts and assisting with in-house programmes
  • Attending in-house programme debriefs, feeding back on successes and recommendations for future programmes
  • Managing changes and cancellations to exams/programmes
  • Ensuring all key data including confirmations and results are present and correct and shared with clients in a timely fashion
  • Building strong relationships with clients and delegates alike
  • Advising on study options
  • Enforcing processes and policies defined by clients and examining bodies
  • Assist with invoicing and invoicing queries
  • Take payments from independent delegates
  • Working collaboratively with key examining bodies including the CISI and CFAI to ensure we are able to service delegates needs related to exam bookings and administration
  • Involvement in enhancing processes and helping the team achieve operational efficiency

Role Requirements

You will be an experienced Client Services representative, who is used to dealing with high volumes of queries via telephone and email. To be considered for this role you will need to demonstrate the following:

  • Experience of working with range of clients
  • Experience working in a similar high-volume role with stringent SLA’s
  • Comfortable with data handling and reporting
  • Good working knowledge of Microsoft Office, and comfortable working with a range of IT systems
  • Excellent telephone manner
  • Ability to build rapport
  • Professionalism and consistency
  • Excellent attention to detail
  • Demonstrate concern over client perceptions
  • Happy working in fast paced demanding environment – responding to 80 -100 emails per day and answering phone calls.
  • Must be hands-on, proactive in approach and calm under pressure

Fitch Group is a global leader in financial information services with operations in more than 30 countries. Wholly owned by the Hearst Corporation, we are comprised of three main businesses: Fitch Ratings | Fitch Solutions | Fitch Learning.

For more information please visit our websites: | |

Fitch is committed to providing global securities markets with objective, timely, independent and forward-looking credit opinions. To protect Fitch’s credibility and reputation, our employees must take every precaution to avoid conflicts of interests or any appearance of a conflict of interest. Should you be successful in the recruitment process at Fitch Ratings you will be asked to declare any securities holdings and other potential conflicts prior to commencing employment. If you, or your immediate family, have any holdings that may conflict with your work responsibilities, you may be asked to divest yourself of them before beginning work.

Fitch is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.

UNITED STATES ONLY: As part of its continued efforts to maintain a safe workplace for employees, Fitch requires that all employees who receive a written offer of employment on or after October 4, 2021 be fully vaccinated (as defined by the CDC) against the coronavirus by the first day of employment as a condition of employment, to the extent permitted by applicable law. Fitch will consider requests for reasonable accommodations due to medical and/or religious reasons on an individual basis in accordance with applicable legal requirements.

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