Complaint Handler

Vanguard is hiring a Complaint Handler in Manchester, United Kingdom. Level rates it ; you can apply on Vanguard.

Level's read on this job

On Level's scale, this role is Little AI ●○○○: aI is not part of the work.
Level lists 326 other open roles at Vanguard.
The role was posted in the last few days.

AI in 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 process
Conduct thorough investigations by gathering and analysing evidence, reviewing client interactions, and liaising with internal teams
Communicate with clients in a clear, empathetic, and professional manner, keeping them informed of progress
Produce high-quality Final Response Letters (FRLs), clearly outlining decisions and any remedial actions
Ensure all complaints are handled in line with FCA, DISP, and other regulatory requirements
Maintain 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 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

Why join us?

Be part of a supportive and collaborative team
Work in a role where you can make a real difference to customer outcomes
Gain 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 office
Please 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.

How we rate this

Complaint Handler at Vanguard rates 30 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.