Client Complaints Handler

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 excellent career development opportunities.
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 and process improvement discussions
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
Excellent communication and teamwork attributes
Inclusion Statement
Our client’s continued commitment to diversity and inclusion is 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 building diverse, 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 core purpose through their values
When all crew members feel valued and included, our client's ability to collaborate and innovate is amplified, and we are united in delivering on that core purpose: to take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.
Commitment to equal employment opportunity
Our client is an equal opportunity employer who are committed to providing all crew members a working environment that is free from discrimination, prejudice and bias. Through this Equal Employment Opportunity (EEO) Policy, our client reaffirms its commitment to equal employment opportunity for all applicants and crew members without regard to race, colour, national origin or ancestry, religion, gender, sex, sexual orientation, gender identity or expression, age, disability, marital status, veteran or military status. In addition, they prohibit discrimination based on genetic information, as well as any other protected characteristic.
If this sounds like the next best thing and you want to work for one of the largest asset management firms in the world, then please apply today