As a Complaint Handler, you will play a critical role in ensuring fair and professional resolution of client complaints within a regulated financial services environment. You will be responsible for managing the end-to-end complaints process, from initial investigation through to final response, while maintaining compliance with FCA, DISP, and other relevant regulatory frameworks.
What you’ll do:
Investigate and Respond to Client Complaints: Manage end-to-end client complaints, acting as the primary point of contact throughout the process.
Conduct thorough investigations by gathering and analysing evidence, reviewing client interactions, and liaising with internal teams.
Communicate with clients in a clear, empathetic, and professional manner, keeping them informed of progress.
Produce high-quality Final Response Letters (FRLs), clearly outlining decisions and any remedial actions.
Ensure all complaints are handled in line with FCA, DISP, and other regulatory requirements.
Maintain accurate and comprehensive records for all cases.
Process Adherence and Regulatory Compliance: Follow standardised complaints handling procedures, ensuring all actions comply with FCA, DISP, and other relevant regulations.
Ensure detailed and accurate record keeping.
Knowledge and Professional Development: Maintain up-to-date knowledge of financial products, complaint handling regulations, and best practices.
Demonstrate strong written and verbal communication skills, attention to detail, and sound judgment in all interactions.
What we’re looking for:
- Previous experience handling complaints within a regulated financial services environment
- Strong understanding of FCA, DISP, and relevant regulatory frameworks
- Excellent written and verbal communication skills
- Strong analytical skills with the ability to make fair and balanced decisions
- High attention to detail and the ability to manage complex or sensitive cases with professionalism and discretion
- A collaborative, team-oriented attitude and commitment to continuous improvement
Why join us?
- Be part of a supportive and collaborative team
- Work in a role where you can make a real difference to customer outcomes
- Gain exposure to a regulated environment with opportunities for professional development
Additional Information
- This role operates on a hybrid working model, with Tuesday to Thursday based in the office
- Please note that Vanguard is unable to offer visa sponsorship for this position
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.
Vanguard, one of the world's leading investment management companies, serves individual investors, institutions, employer-sponsored retirement plans, and financial professionals.
We have a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving our clients' best interests.
Complaint Handler in Manchester employer: Vanguard Asset Services
Vanguard is an exceptional employer that prioritises a mission-driven and collaborative culture, making it an ideal place for a Risk Specialist to thrive. With a strong focus on employee growth and development, the company offers unique opportunities to engage with diverse teams across Europe while contributing to impactful risk management practices. The hybrid working model enhances flexibility, allowing employees to balance in-office collaboration with remote work, all while being part of a leading investment management firm dedicated to serving clients' best interests.
