Strategic Leadership
- Develop and implement the complaints strategy aligned with organisational goals and regulatory standards.
- Lead and inspire the complaints team to deliver high-quality, customer-focused outcomes.
- Act as the senior point of escalation for complex or high-risk complaints.
Operational Excellence
- Oversee the end-to-end complaints handling process, ensuring timely resolution and compliance with internal policies and external regulations.
- Monitor complaint trends and root causes, producing regular reports and insights for senior leadership.
- Ensure systems and processes are continuously improved to enhance efficiency and customer experience.
Governance & Compliance
- Ensure compliance with all relevant legislation, industry standards, and regulatory requirements (e.g., FCA, FOS, GDPR).
- Maintain robust audit trails and documentation for all complaints.
- Liaise with regulators and ombudsman services as required.
Stakeholder Engagement
- Collaborate with internal teams to address systemic issues and drive service improvements.
- Provide training and guidance to staff on complaint handling best practices.
- Represent the organisation in external forums and working groups related to complaints and customer service.
Key qualifications
- Proven experience in a senior complaints or customer service leadership role.
- Strong knowledge of complaints handling regulations and best practices.
- Excellent communication, negotiation, and conflict resolution skills.
- Analytical mindset with the ability to interpret data and drive insights.
- Demonstrated ability to lead and develop high-performing teams.
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.
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What We Do
We are a community of 30 million who think – and feel – differently about investing. Together, we’re changing the way the world invests. Since our founding in 1975, helping our investors achieve their goals is our sole reason for existence. With no other parties to answer to and therefore no conflicting loyalties, we make every decision—like keeping investing costs as low as possible—with only your needs in mind. Vanguard is one of the world's largest investment companies, offering a large selection of high-quality low-cost mutual funds, ETFs, advice, and related services. Individual and institutional investors, financial professionals, and plan sponsors can benefit from the size, stability, and experience Vanguard offers. As of April 30, 2019, we managed more than $5.6 trillion in global assets. In addition, we have 189 funds in the United States and 225 funds in global markets. For Commenting Guidelines & Important information, visit here: http://vanguard.com/linkedin Vanguard Marketing Corporation, Distributor.
