Complaints Handler

Complaints Handler
Location: Manchester
Role Type: Permanent
Work Setup: Hybrid - 3 days in the office (Tuesday to Thursday)

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, fosters an inclusive and collaborative culture that empowers employees to make a meaningful impact globally.

What You'll Do

• Manage client complaints end to end, acting as the primary point of contact throughout the resolution process.
• Investigate complaints thoroughly by gathering and analysing evidence, reviewing client interactions, and liaising with relevant internal teams.
• Communicate clearly, empathetically and professionally with clients, providing regular updates on the progress of their complaints.
• Prepare accurate, well-reasoned Final Response Letters (FRLs), clearly outlining decisions, explanations and any remedial actions.
• Handle all complaints in accordance with FCA, DISP and other applicable regulatory requirements and internal procedures.
• Maintain complete, accurate and auditable records of complaint investigations, communications, outcomes and remedial actions.
• Keep knowledge up to date on financial products, complaint-handling regulations and best practice, applying sound judgement, attention to detail and effective written and verbal communication.

What You Bring

• Experience handling complaints in a regulated financial services environment.
• Good knowledge of FCA, DISP and other relevant regulations.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills.
• Able to make fair and balanced decisions.
• High attention to detail when handling complex or sensitive cases.
• Professional, discreet, collaborative and committed to continuous improvement.

What's Next
If you are ready to take the next step, apply now! Successful applicants will be contacted directly by a recruiter to discuss the role more.

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 (see below) 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.