Hybrid Remediation Senior Associate — Loss & Complaints

Vanguard; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid work in Manchester

Job summary

Vanguard is seeking a Remediation Senior Associate in the United Kingdom to manage remediation cases from information gathering through to calculation and compensation payments. You will liaise with third parties, review data, and ensure fair outcomes in line with regulatory requirements and company standards.

You will also investigate complaints, maintain records, and communicate progress to clients while upholding accuracy, data security and quality controls in a hybrid Manchester-based role.

Qualifications

• Experience in administration, remediation, complaint handling, client operations or financial services case management.
• Strong numerical ability, attention to detail and confidence working with calculations, data input and reconciliation-style activity.
• Excellent written and verbal communication skills, with the ability to explain complex information clearly and professionally to clients.
• Ability to liaise effectively with third parties, internal stakeholders and operational teams to obtain information and resolve queries.
• Strong organisational skills, with the ability to manage multiple cases, track outstanding actions and work to agreed timescales.
• Sound judgement, discretion and awareness of the importance of fair client outcomes within a regulated financial services environment.
• Collaborative, team-oriented approach with a commitment to accuracy, continuous improvement and doing the right thing for clients.

Responsibilities

• Act as the case owner for assigned remediation matters, ensuring each case is progressed efficiently, accurately and with appropriate client focus.
• Liaise with third parties, internal teams and external providers to obtain the information required to complete financial loss assessments.
• Review information received to confirm it is complete, relevant and suitable for use in the remediation calculation.
• Track outstanding information requests, follow up within agreed timescales and elevate delays or data gaps where appropriate.
• Carry out financial loss calculations once all required information has been received, ensuring the methodology is applied accurately and consistently.
• Record the rationale, inputs, assumptions and outcome of each calculation clearly so that decisions can be reviewed and evidenced.
• Identify cases where additional review, quality checking or technical support is required before the outcome is confirmed.
• Support the delivery of fair client outcomes by ensuring compensation reflects the impact of the identified issue and places the client in the appropriate position where required.
• Communicate with clients throughout the remediation process, providing clear and timely updates on progress, outstanding information and expected next steps.
• Confirm to clients when calculations have been completed and explain the findings in a clear, professional and client-friendly manner.
• Arrange payment of compensation where due, including cash payments to a nominated bank account or unit compensation to the relevant investment account.
• Ensure client communications are accurate, empathetic and aligned to approved process, regulatory expectations and internal quality standards.
• Follow agreed remediation procedures, calculation methodologies and approval controls to ensure consistency and accuracy across all cases.
• Maintain accurate records of third-party contact, information received, calculation outputs, client updates and compensation actions.
• Handle client and account information securely, escalating any data quality, privacy, operational risk or conduct concerns promptly.
• Contribute to process improvements by identifying recurring issues, delays or themes that may impact remediation delivery or client experience.
• Support the investigation of client complaints as required, taking ownership of assigned cases through to resolution.
• Review client concerns, account activity, communications and supporting evidence to establish the facts of each case.
• Conduct thorough and impartial investigations, identifying root causes and assessing whether service, process or administrative errors have occurred.
• Prepare clear and well-reasoned complaint outcomes, ensuring decisions are supported by evidence and aligned with regulatory requirements, internal policies and complaint-handling standards.
• Communicate complaint findings to clients in a professional, clear and empathetic manner, addressing concerns and managing expectations throughout the process.
• Identify and elevate any systemic issues, trends or control weaknesses identified through complaint investigations to support continuous improvement and fair client outcomes.
• Reflecting the additional expectations of Senior Associate role, assess the complaint handling completed by other crew to support quality assurance, provide constructive feedback, and independently review challenged or escalated outcomes to ensure decisions are evidence-based, fair and consistent.

Skills

Remediation

Financial calculations

Client communication

Stakeholder liaison

Data accuracy

Complaint handling

Job description

Vanguard is seeking a Remediation Senior Associate in the United Kingdom to manage remediation cases from information gathering through to calculation and compensation payments. You will liaise with third parties, review data, and ensure fair outcomes in line with regulatory requirements and company standards.

You will also investigate complaints, maintain records, and communicate progress to clients while upholding accuracy, data security and quality controls in a hybrid Manchester-based role.