Client Complaints Handler

    • London, United Kingdom

Stand up for investors and advance your career

At Vanguard, we believe the best way to achieve long-term success as a business is to focus on the long-term success of our investors. As a Client Complaints Handler, you'll play a meaningful role in providing the best in class support to our UK Personal Investor business. You'll see complaints as an opportunity to win back trust and loyalty from clients and make improvements to the experience for all. And, while you're looking after the interests of our clients, we'll look after yours with excellent career development opportunities.


In this role, you will:

Manage the resolution of all client complaints following initial acknowledgment. Researches and resolves complaint cases through analysis of all facts and related documentation and appropriately partnering with internal and external partners to source information.
Produces written communications that are accurate, concise, well organized
Ensures that written correspondence is within regulatory and organizational compliance requirements
Demonstrates thorough knowledge of complaints rules (DISP) and internal and industry requirements for handling and reporting complaints. Assists in complaints reporting to senior leaders and the FCA. Provides coaching and feedback to the client service crew based analysis of complaints. Maintains control of work load through actively monitoring and updating applicable systems (including CRM) and maintaining internal/external client contact. Demonstrates active engagement in improving the client experience through participation in feedback sessions and process improvement discussions. Maintains the Knowledgebase articles on CRM and updates based on client feedback and contact/complaint trends. Attends external training to maintain required knowledge and skills in complaints handling Participates in special projects and performs other duties as assigned.


What it takes

  • Undergraduate degree (or equivalent training and experience)
  • A minimum of 2 years' experience in the financial services industry and specifically in handling retail client complaints
  • Demonstrated understanding of the FCA DISP rules and complaint handling guidelines
  • Prior client services experience is desirable but not essential
  • Excellent communication and team working attributes

Vanguard will not be looking to provide sponsorship.

About Vanguard

We are Vanguard. Together, we're changing the way the world invests.
For us, investing doesn't just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose - and that's how we've become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.
We want to make success accessible to everyone. This is our opportunity. Let's make it count.

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.
Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

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