About this role
As a Complaint Handler, you will play a critical role in ensuring fair and professional resolution of client complaints within a regulated financial services environment. You will be responsible for managing the end-to-end complaints process, from initial investigation through to final response, while maintaining compliance with FCA, DISP, and other relevant regulatory frameworks.
What you'll do:
Investigate and Respond to Client Complaints:
Manage end-to-end client complaints, acting as the primary point of contact throughout the processConduct thorough investigations by gathering and analysing evidence, reviewing client interactions, and liaising with internal teamsCommunicate with clients in a clear, empathetic, and professional manner, keeping them informed of progressProduce high-quality Final Response Letters (FRLs), clearly outlining decisions and any remedial actionsEnsure all complaints are handled in line with FCA, DISP, and other regulatory requirementsMaintain accurate and comprehensive records for all cases Process Adherence and Regulatory Compliance:
Follow standardised complaints handling procedures, ensuring all actions comply with FCA, DISP, and other relevant regulations.Ensure detailed and accurate record keeping. Knowledge and Professional Development:
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. What we're looking for
Previous experience handling complaints within a regulated financial services environmentStrong understanding of FCA, DISP, and relevant regulatory frameworksExcellent written and verbal communication skillsStrong analytical skills with the ability to make fair and balanced decisionsHigh attention to detail and the ability to manage complex or sensitive cases with professionalism and discretionA collaborative, team-oriented attitude and commitment to continuous improvement Why join us?
Be part of a supportive and collaborative teamWork in a role where you can make a real difference to customer outcomesGain exposure to a regulated environment with opportunities for professional development Additional Information
This role operates on a hybrid working model, with Tuesday to Thursday based in the officePlease note that Vanguard is unable to offer visa sponsorship for this position 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.