Complaints Handler in Manchester

Complaints Handler

Location: Manchester, England, United Kingdom

Job Type: Permanent (Full-time)

Work Setup: Hybrid

Who We Are

Vanguard is one of the world\’s leading investment firms, dedicated to helping clients achieve lasting financial success. Established in 1975, its unique ownership structure—where funds own the company and investors own the funds—ensures all efforts are focused on client outcomes. Known for integrity, innovation, and low‑cost investing, Vanguard fosters an inclusive and collaborative culture that empowers employees to make a meaningful impact globally.

What You’ll Do

• Manage and resolve complex or escalated client requests by coordinating with internal partners and clients, using standardized procedures and in-depth research.
• Ensure timely, accurate, and compliant resolution of client inquiries in accordance with service level and regulatory requirements.
• Maintain strong expertise in the firm\’s products and services, as well as broader financial services, legal, tax, and regulatory considerations to effectively support clients.
• Conduct quality audits of requests, case resolutions, and internal partner work to ensure accuracy, consistency, and adherence to standards.
• Identify trends and root causes, contribute to process improvements, and participate in special projects and additional responsibilities as needed.

What You Bring

• Proven experience in client service or client support roles.
• Demonstrated experience providing high‑quality client service while maintaining client satisfaction.
• Proven ability to manage escalations and resolve complex client issues effectively.
• Strong skills in handling complaints with professionalism and diplomacy.
• Excellent verbal and written communication skills, delivering information clearly, concisely, and professionally.

Inclusion Statement

Vanguard\’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: \”Do the right thing.\” We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard\’s core purpose through our values. When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard\’s core purpose: to take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

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.

What\’s next

If you are ready to make a meaningful difference at one of the UK\’s fastest‑growing investment platforms while developing your own career potential—this is your moment!

We are committed to creating an inclusive recruitment experience. If you require support or adjustments to the recruitment process, our Adjustment Concierge Service is here to help. Please feel free to contact us at adjustments@robertwalters.com to discuss how we can support you.

This position is being recruited on behalf of our client through our Outsourcing service line. Resource Solutions Limited, trading as Robert Walters, acts as an employment business and agency, partnering with top organizations to help them find the best talent. We welcome applications from all candidates and are committed to providing equal opportunities.