Complaint Resolution Specialist (Hybrid)

Vanguard Group; Manchester; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Regulatory knowledge FCA/ DISP

Complaint handling

Analytical thinking

Excellent communication

Job description

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.