Overview
Client Complaints Handler Jobs in London – England – UK at Vanguard
Title: Client Complaints Handler
Company: Vanguard
Location: London – England – UK
Category: Finance & Banking
Client Complaint Handler
Below, you will find a complete breakdown of everything required of potential candidates, as well as how to apply Good luck.
Resource Solutions is on the lookout for resilient and compassionate complaint handlers to join our client Vanguard based in London.
We are keen to speak with client-facing complaint handlers from an asset management background who thrive off of getting the right resolution for clients/customers.
This role will involve having really difficult conversations with clients and investigating their complaints to establish where things have gone wrong and make them tight.
Vanguard believes the best way to achieve long-term success as a business is to focus on the long-term success of their 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 client’s portfolio, they will look after yours with excellentcareer developmentopportunities.
In this role, you will:
Manage the resolution of all client complaints following initial acknowledgement
Research and resolve complaint cases through analysis of all facts and related documentation and appropriately partnering with internal and external partners to source information
Produce 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 on analysis of complaints
Maintains control of workload 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 andprocess improvementdiscussions
Maintains the Knowledgebase articles on CRM and updates based on client feedback and contact/complaint trends
Attend external training to maintain required knowledge and skills in complaints handling
What it takes:
Undergraduate degree (or equivalent training and experience
Previous experience in the financial services industry, 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
Excellentcommunicationandteamworkattributes
Inclusion Statement
Our client’s continuedcommitment to diversityandinclusionis firmly rooted in its culture. Every decision to best serve their clients, crew (internal employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”
They believe that a critical aspect of doing the right thing requires buildingdiverse,inclusive, and highly effective teams of individuals who are as unique as the clients they serve. They empower their crew to contribute their distinct strengths to achieve their corepurposethrough their values
When all crew members feel valued and included, our client’s ability t…
