Complaints Handler

Robert Walters; Manchester; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

An employment agency is seeking a Complaints Handler in Manchester. The role involves managing complex client requests while ensuring compliance and accuracy. Successful candidates will have experience in client service, strong problem-solving abilities, and excellent communication skills. This is a permanent position with a hybrid work setup, offering an opportunity to contribute to process improvements in a supportive environment.

Qualifications

• Proven experience in client service or client support roles.
• Ability to manage escalations and resolve complex client issues effectively.
• Strong skills in handling complaints with professionalism.

Responsibilities

• Manage and resolve complex client requests with internal partners.
• Ensure accurate and compliant resolution of client inquiries.
• Conduct quality audits of requests and case resolutions.
• Identify trends and contribute to process improvements.

Skills

Client service experience

Conflict resolution

Strong communication skills

Problem-solving

Job description

Complaints Handler

Location: Manchester
Job Type: Permanent
Work Setup: Hybrid

Who We Are

Vanguard is one of the world's leading investment firms, dedicated to helping clients achieve lasting financial success. Established in 1975, its unique ownership structure-where funds own the company and investors own the funds-ensures all efforts are focused on client outcomes. Known for integrity, innovation, and low-cost investing, fosters an inclusive and collaborative culture that empowers employees to make a meaningful impact globally.

What You'll Do

• Manage and resolve complex or escalated client requests by coordinating with internal partners and clients, using standardized procedures and in-depth research
• Ensure timely, accurate, and compliant resolution of client inquiries in accordance with service level and regulatory requirements
• Maintain strong expertise in the firm's products and services, as well as broader financial services, legal, tax, and regulatory considerations to effectively support clients
• Conduct quality audits of requests, case resolutions, and internal partner work to ensure accuracy, consistency, and adherence to standards
• Identify trends and root causes, contribute to process improvements, and participate in special projects and additional responsibilities as needed

What You Bring

• Proven experience in client service or client support roles
• Demonstrated experience providing high-quality client service while maintaining client satisfaction
• Proven ability to manage escalations and resolve complex client issues effectively
• Strong skills in handling complaints with professionalism and diplomacy
• Excellent verbal and written communication skills, delivering information clearly, concisely, and professionally

What's Next

If you are ready to take the next step, apply now! Successful applicants will be contacted directly by a recruiter to discuss the role more.

We are committed to creating an inclusive recruitment experience. If you require support or adjustments to the recruitment process, our Adjustment Concierge Service is here to help. Please feel free to contact us at (see below) to discuss how we can support you.

This position is being recruited on behalf of our client through our Outsourcing service line. Resource Solutions Limited, trading as Robert Walters, acts as an employment business and agency, partnering with top organizations to help them find the best talent. We welcome applications from all candidates and are committed to providing equal opportunities.