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- Tasks: Lead the complaints team and ensure timely, customer-focused resolutions.
- Company: Vanguard Group is a mission-driven company focused on enhancing client outcomes.
- Benefits: Enjoy a hybrid working model for flexibility and collaboration.
- Why this job: Join a dynamic team that values continuous improvement and customer satisfaction.
- Qualifications: Proven experience in senior complaints roles with strong leadership skills required.
- Other info: Be part of a culture that prioritises collaboration and employee experience.
The predicted salary is between 43200 - 72000 £ per year.
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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Head of Complaints | Manchester, UK employer: Vanguard Group
Contact Detail:
Vanguard Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Complaints | Manchester, UK
✨Tip Number 1
Familiarise yourself with the latest complaints handling regulations and best practices. Understanding the legal landscape will not only help you in interviews but also demonstrate your commitment to compliance and excellence in customer service.
✨Tip Number 2
Network with professionals in the complaints management field. Attend industry events or join relevant online forums to connect with others who can provide insights into the role and potentially refer you to opportunities at StudySmarter.
✨Tip Number 3
Prepare to discuss specific examples of how you've led teams to improve complaint resolution processes. Highlighting your leadership skills and ability to drive change will set you apart from other candidates.
✨Tip Number 4
Research StudySmarter's approach to customer service and complaints handling. Tailoring your conversation during interviews to align with our values and practices will show that you're a great fit for our team.
We think you need these skills to ace Head of Complaints | Manchester, UK
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and qualifications required for the Head of Complaints position. Tailor your application to highlight your relevant experience in complaints management and customer service leadership.
Craft a Compelling CV: Your CV should clearly outline your experience in leading complaints teams, your knowledge of regulatory standards, and any achievements in improving complaint resolution processes. Use quantifiable metrics where possible to demonstrate your impact.
Write a Strong Cover Letter: In your cover letter, express your passion for customer service and your strategic vision for the complaints function. Highlight specific examples from your past roles that showcase your leadership skills and ability to drive improvements.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a senior role like this.
How to prepare for a job interview at Vanguard Group
✨Understand the Complaints Landscape
Familiarise yourself with the current complaints handling regulations and best practices. Be prepared to discuss how you would ensure compliance with FCA, FOS, and GDPR standards in your role.
✨Showcase Your Leadership Skills
Highlight your experience in leading teams and driving high-quality outcomes. Prepare examples of how you've inspired your team to improve service delivery and resolve complex complaints.
✨Demonstrate Analytical Thinking
Be ready to discuss how you analyse complaint trends and root causes. Share specific instances where your insights led to operational improvements or enhanced customer experiences.
✨Engage with Stakeholders
Prepare to talk about your experience collaborating with internal teams and external regulators. Discuss how you would provide training on complaint handling best practices and represent the organisation in external forums.
