Complaint Handler

Vanguard Group; Manchester; Híbrido; GBP 26.000 - 38.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Descripción de la vacante

Vanguard Group in Manchester is seeking a Complaint Handler to manage end-to-end client complaints within a regulated financial services environment. You will investigate, gather evidence, liaise with internal teams, and produce Final Response Letters in line with FCA and DISP requirements.

The role operates on a hybrid model with in-office days Tuesday to Thursday. You will maintain detailed case records and support continuous improvement in complaints processes.

Formación

• Experience handling complaints in a regulated financial services environment.
• Strong understanding of FCA, DISP, and regulatory requirements.
• Excellent written and verbal communication skills.
• High attention to detail and ability to handle complex cases with discretion.

Responsabilidades

• Investigate and respond to client complaints end-to-end.
• Gather and analyse evidence, review client interactions, and liaise with internal teams.
• Communicate with clients clearly, empathetically, and professionally; keep them updated.

Conocimientos

Regulatory knowledge FCA/ DISP

Complaint handling

Analytical thinking

Excellent communication

Descripción del empleo

As a Complaint 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.

What you’ll do:

Investigate and Respond to Client Complaints: Manage end-to-end client complaints, acting as the primary point of contact throughout the process.

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

Communicate with clients in a clear, empathetic, and professional manner, keeping them informed of progress.

Produce high-quality Final Response Letters (FRLs), clearly outlining decisions and any remedial actions.

Ensure all complaints are handled in line with FCA, DISP, and other regulatory requirements.

Maintain accurate and comprehensive records for all cases.

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.

What we’re looking for:

• Previous experience handling complaints within a regulated financial services environment
• Strong understanding of FCA, DISP, and relevant regulatory frameworks
• Excellent written and verbal communication skills
• Strong analytical skills with the ability to make fair and balanced decisions
• High attention to detail and the ability to manage complex or sensitive cases with professionalism and discretion
• A collaborative, team-oriented attitude and commitment to continuous improvement

Why join us?

• Be part of a supportive and collaborative team
• Work in a role where you can make a real difference to customer outcomes
• Gain exposure to a regulated environment with opportunities for professional development

Additional Information

• This role operates on a hybrid working model, with Tuesday to Thursday based in the office
• Please note that Vanguard is unable to offer visa sponsorship for this position

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.

Vanguard, one of the world's leading investment management companies, serves individual investors, institutions, employer-sponsored retirement plans, and financial professionals.

We have a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving our clients' best interests.