Client Case Representatives, Senior Associate

The Vanguard Group; Manchester; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading financial services firm is seeking a Complaints Handler to ensure the fair resolution of client complaints. This critical role involves managing the entire complaints process, maintaining compliance with FCA and other regulations. The ideal candidate should possess strong communication skills, experience in complaint handling, and an understanding of relevant regulatory frameworks. This position offers a hybrid working environment in Manchester, requiring in-office presence from Tuesday to Thursday.

Qualifications

• Experience in complaint handling within a regulated financial services environment.
• Strong understanding of FCA, DISP, and other relevant regulatory frameworks.
• Excellent communication, analytical, and problem-solving skills.

Responsibilities

• Investigate and respond to client complaints professionally and empathetically.
• Follow standardised complaints handling procedures for regulatory compliance.
• Maintain up-to-date knowledge of financial products and complaint regulations.

Skills

Complaint handling experience

Understanding of FCA regulations

Excellent communication skills

Analytical and problem-solving skills

Discretion in sensitive cases

Team-oriented attitude

Job description

As a Complaints Handler, you will play a critical role in ensuring fair and professional resolution of client complaints within a regulated financial services environment. You will be responsible for managing the end-to-end complaints process, from initial investigation through to final response, while maintaining compliance with FCA, DISP, and other relevant regulatory frameworks.

Core Responsibilities

Investigate and Respond to Client Complaints

• Act as the primary point of contact for assigned client complaints, ensuring each case is handled with empathy and professionalism.

• Conduct thorough investigations by gathering and analysing relevant evidence, liaising with internal teams, and reviewing client contact.

• Communicate with clients throughout the complaint process, providing progress updates as required.

• Deliver our Final Response Letter (FRL) in a timely manner, outlining how we have reached our outcome and explaining any remedial actions taken.

Process Adherence and Regulatory Compliance

• Follow standardised complaints handling procedures, ensuring all actions comply with FCA, DISP, and other relevant regulations.

• Ensure detailed and accurate record keeping.

Knowledge and Professional Development

• Maintain up-to-date knowledge of financial products, complaint handling regulations, and best practices.

• Demonstrate strong written and verbal communication skills, attention to detail, and sound judgment in all interactions.

Key Skills & Experience

• Experience in complaint handling within a regulated financial services environment.

• Strong understanding of FCA, DISP, and other relevant regulatory frameworks.

• Excellent communication, analytical, and problem-solving skills.

• Ability to manage sensitive and complex cases with professionalism and discretion.

• Collaborative, team-oriented attitude and commitment to continuous improvement.

Special Factors

Vanguard is not offering sponsorship for this position.

This is a hybrid position and would require you to work in the Manchester office Tuesday-Thursday.

Why Vanguard?

Vanguard is a different kind of investment company. It was founded in the United States in 1975 on a simple but revolutionary idea: that an investment company should manage its funds solely in the interests of its clients.

It's a philosophy that has helped millions of people around the world to achieve their goals with low-cost, uncomplicated investments.

It's what we stand for: value to investors.

Inclusion Statement

Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose: to take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.