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Job Post Details

Client Service Associate - Complex Cases (6 month contract)
Vanguard
·
3.6
Manchester
•
Hybrid work
Fixed term contract

Job details

Pay information not provided
Fixed term contract
Hybrid work in Manchester

Full job description

Make a Difference for Investors – and Grow Your Career with Vanguard!

At Vanguard, we believe the best way to achieve long-term success as a business is to focus on the long-term success of our investors. Join us as a Complex Case Associate (Contractor) and support case handlers in providing excellent services across our Source of Wealth and Bereavement processes. Your work will make a real impact—while you grow your skills in a supportive, purpose-driven environment.

What You’ll Do:

  • Deliver standardised communications to source of wealth and bereavement clients.
  • Manage account updates and perform essential administrative tasks to support case management.
  • Resolve client inquiries within established service levels, ensuring all communications are accurate, clear and compliant with regulatory guideline standards.
  • Escalate cases appropriately for further client communication or referral to internal teams.
  • Collaborate with internal teams and contribute to special projects.
  • Develop and maintain proficient knowledge of Vanguard funds, products, and services. Understand the overall Financial Services industry and related legal, tax, and regulatory issues to guide clients.

Client focus and impact: The role emphasizes building strong client relationships by balancing excellent service with scalable solutions, acting as an intermediary between FNZ and Vanguard, and prioritizing client needs.

What We’re Looking For:

  • Previous experience in client services or a similar role.
  • Strong attention to detail and communication skills.
  • Undergraduate degree or equivalent experience

Why Join Us?
We’re not just about investing—we’re about doing the right thing for the people we serve. At Vanguard, you’ll find purpose, growth, and a culture that values diversity and inclusion.

Additional Details:

  • Hybrid role: 3 days in our Manchester office (Tue–Thu)
  • Please note: Vanguard does not offer sponsorship for this position.


Inclusion Statement

Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”

We 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. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.


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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