About the Opportunity
Job Type: Permanent

Application Deadline: 30 September 2026

Job Description

Title Resolutions Investigator
Department Resolutions
Location Gurgaon
Reports To Team Manager

We help our clients invest for the future and to live the lives they want to lead. It’s a responsibility we take seriously and it inspires us to do the right thing. Not just for our clients, but for each other and the world around us too. So, join Resolutions and feel like you’re part of something bigger.

About your team
Resolutions supports Fidelity drive our values of Integrity & Trust by being Brave, Bold, Curious & Compassionate, playing a critical role in resolving complaints & providing independent data and insight.

About your role
As a Resolutions Investigator, you will be responsible for ensuring every customer feels heard, valued and satisfied. You will be investigating, resolving, and responding to complaints with a focus on delivering fair outcomes. As a complaint handler, you play a crucial role in driving customer-centric change within the business,



using solid reasoning and accurate auditing of all complaint cases. We are committed to fully supporting you in this role via coaching and training to be successful in this role.
Key responsibilities include (but are not limited to):
- Manage assigned complaint cases with diligence, adhering to business standards and regulatory requirements, ensuring each case is handled professionally and efficiently.
- Communicate with customers proactively and empathetically, both over the phone and in written correspondence, to foster positive relationships and enhance customer satisfaction.
- Utilise all available resources and information to thoroughly investigate complaints, identify any errors, and implement effective resolutions that meet customer expectations.
- Champion Fidelity’s commitment to the FCA DISP and Consumer Duty regulations by promptly addressing concerns and ensuring customers feel valued and respected thr

📌 Resolutions Investigator (Gurugram)
🏢 Fidelity International
📍 Gurugram