Client Case Representative, Senior Associate in City of Westminster

As a Senior Client Services Associate, you will play a key role in delivering Vanguard's best-in-market service to our most valuable and complex clients. Drawing on your strong pension and investment knowledge, you'll guide clients through a range of interactions, build trusted relationships, and help shape the future of our service model. You'll thrive in a dynamic environment, serving clients across multiple channels - phone, secure message, and planned meetings - while contributing to continuous improvements in how we engage and support high-value investors.

Responsibilities

• Provide exceptional service to high-value and high-complexity clients, ensuring every interaction builds trust and confidence.
• Respond to inbound calls and secure messages from HNW clients with timely, clear, and comprehensive guidance.
• Take end-to-end ownership of onboarding new affluent clients, including proactive outreach, expectation setting, and ensuring a seamless start to their Vanguard journey.
• Support high-risk transfers into Vanguard by coordinating with internal and external partners to ensure smooth execution and outstanding client communication.
• Lead and deliver Managed Services booked meetings (Managed ISA & Pension), helping clients achieve strong financial outcomes.
• Act as an escalation point for Managed Services queries and provide training to the wider Client Services team.
• Use client data and insights to help shape and evolve our service model where improvements are within our control.
• Demonstrate a keen interest in investment markets and share expertise by leading huddles, training sessions, and knowledge-building activities.
• Collaborate closely with a small, high-performing team that puts the client first in everything we do.

Knowledge & Professional Standards

• Maintain deep expertise in Vanguard's funds, products, and services.
• Understand the broader financial services landscape - including legal, tax, and regulatory considerations - to support clients effectively.
• Uphold high standards of professionalism, judgement, and client-focused decision-making.
• Proven experience in Investments, Wealth Management, Private Banking, or a related field with strong exposure to pensions and investments.
• A relevant Level 4 qualification, such as: Diploma in Regulated Financial Planning, Investment Advice Diploma, IMC Level 1 & 2, Level 4 Certificate in Investment Management.
• Exceptional client service skills and the ability to engage confidently with HNW clients and senior stakeholders.
• Undergraduate degree or equivalent combination of training and experience.

Why Join Us?

You’ll be part of a collaborative and highly skilled team that puts clients at the heart of everything we do. You’ll have the opportunity to broaden your investment expertise, play a key role in shaping service delivery, and build experience that sets you up for long-term career growth at Vanguard. 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.