Complaint Handler

Vanguard; Manchester; Híbrido; GBP 30.000 - 45.000; Jornada completa

Descripción de la vacante

Vanguard is seeking a Complaint Handler to oversee the end-to-end resolution of client complaints in a regulated financial services environment. You will investigate, liaise with internal teams, and communicate progress with clients in a clear, empathetic manner.

You will produce Final Response Letters detailing decisions and remedial actions, ensuring all activities meet FCA and DISP requirements, with meticulous record-keeping and professional discretion.

Formación

• Experience handling complaints in regulated financial services.
• Strong knowledge of FCA and DISP regulations.
• Excellent written and verbal communication.
• Strong analytical and decision-making skills.
• Attention to detail and discretion.
• Collaborative and continuous improvement mindset.

Responsabilidades

• Manage end-to-end client complaints as primary contact.
• Investigate by gathering evidence and liaising with internal teams.
• Communicate progress clearly and empathetically to clients.
• Draft Final Response Letters outlining decisions and remedies.
• Ensure compliance with FCA, DISP, and regulatory requirements.
• Maintain accurate case records.

Conocimientos

Complaint handling

Regulatory knowledge

Written communication

Verbal communication

Analytical thinking

Attention to detail

Team collaboration

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.

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:

• 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

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.