Hybrid Financial Services Complaint Specialist

Vanguard; Manchester; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Complaint handling

Regulatory knowledge

Written communication

Verbal communication

Analytical thinking

Attention to detail

Team collaboration

Job description

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.