Complaint Handler
HybridManchester, England, United Kingdom
Job Summary
Investigate and respond to client complaints by managing the end-to-end process from initial investigation through final response. Conduct thorough investigations by gathering and analyzing evidence, reviewing client interactions, and liaising with internal teams to produce high-quality Final Response Letters. Communicate with clients in a clear, empathetic, and professional manner while ensuring all actions comply with FCA, DISP, and other regulatory frameworks. Maintain accurate and comprehensive records for all cases and follow standardized complaints handling procedures. This role operates on a hybrid model with Tuesday to Thursday office presence. No visa sponsorship is available.
Required Qualifications
- 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
- This role operates on a hybrid working model, with Tuesday to Thursday based in the office
- Vanguard is unable to offer visa sponsorship for this position
Desired Qualifications
- 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
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