Head of Complaints

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

The Head of Complaints leads the strategic direction and operational management of the complaints function, ensuring timely, fair, and customer-centric resolution of issues across UK Personal Investor. This role drives continuous improvement by analysing complaint trends, enhancing service delivery, and ensuring compliance with regulatory standards.

Key Responsibilities

• 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.