Head of Complaints | Manchester, UK

Vanguard Group; Manchester; Hybrid; GBP 65,000 - 100,000; Full time

Job summary

Vanguard Group is seeking a Head of Complaints to lead their complaints function in Manchester. This pivotal role focuses on strategic leadership, operational excellence, and compliance within the complaints process, aiming for timely and customer-centric resolutions. The ideal candidate will possess strong leadership skills and a thorough understanding of complaints regulations to drive service improvements and team development.

Qualifications

• Proven experience in a senior complaints or customer service leadership role.
• Strong knowledge of complaints handling regulations.
• Excellent communication and conflict resolution skills.

Responsibilities

• Lead the strategic direction and operational management of the complaints function.
• Oversee complaint handling process ensuring compliance and timely resolutions.
• Collaborate internally to address systemic complaints issues.

Skills

Leadership

Communication

Negotiation

Conflict Resolution

Analytical Thinking

Job description

Head of Complaints

Vanguard Group Manchester, United Kingdom

Vanguard Group Manchester, United Kingdom

The Head of Complaints leads the strategic direction and operational management of the complaints function, ensuring timely, fair, and customer-centric resolution of issues across UK Personal Investor. This role drives continuous improvement by analysing complaint trends, enhancing service delivery, and ensuring compliance with regulatory standards.

Key Responsibilities

• Strategic Leadership
  
  • Develop and implement the complaints strategy aligned with organisational goals and regulatory standards.
  • Lead and inspire the complaints team to deliver high-quality, customer-focused outcomes.
  • Act as the senior point of escalation for complex or high-risk complaints.
• Operational Excellence
  
  • Oversee the end-to-end complaints handling process, ensuring timely resolution and compliance with internal policies and external regulations.
  • Monitor complaint trends and root causes, producing regular reports and insights for senior leadership.
  • Ensure systems and processes are continuously improved to enhance efficiency and customer experience.
• Governance & Compliance
  
  • Ensure compliance with all relevant legislation, industry standards, and regulatory requirements (e.g., FCA, FOS, GDPR).
  • Maintain robust audit trails and documentation for all complaints.
  • Liaise with regulators and ombudsman services as required.
• Stakeholder Engagement
  
  • Collaborate with internal teams to address systemic issues and drive service improvements.
  • Provide training and guidance to staff on complaint handling best practices.
  • Represent the organisation in external forums and working groups related to complaints and customer service.

Key qualifications

• Proven experience in a senior complaints or customer service leadership role.
• Strong knowledge of complaints handling regulations and best practices.
• Excellent communication, negotiation, and conflict resolution skills.
• Analytical mindset with the ability to interpret data and drive insights.
• Demonstrated ability to lead and develop high-performing teams.

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.

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