Complaints Handler

Complaints Handler
Location: Manchester
Role Type: Permanent
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, fosters an inclusive and collaborative culture that empowers employees to make a meaningful impact globally.

What You'll Do:
As a Complaint Handler, you'll ensure fair and professional resolution of client complaints in a regulated financial services setting. You'll manage the full complaints process, from investigation to final response, while adhering to FCA, DISP, and other regulations.

• Investigate & Respond: Handle client complaints with empathy and professionalism, conducting thorough investigations and keeping clients updated. Deliver timely Final Response Letters (FRLs) explaining outcomes and actions taken.
• Compliance: Follow standardised procedures, ensuring adherence to FCA, DISP, and regulatory requirements with accurate record-keeping.
• Knowledge & Development: Stay informed on financial products, complaint handling regulations, and best practices. Showcase strong communication skills, attention to detail, and sound judgement.

What You Bring:

• Complaint handling experience in regulated financial services.
• Solid knowledge of FCA, DISP, and related frameworks.
• Excellent communication, analytical, and problem-solving abilities.
• Professional approach to sensitive cases; team-oriented mindset.

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.