Client Service Representative – UK Personal Investor (Contractor)

Advance your career and our mission!

At Vanguard, we’re taking a stand for investors. That starts with you. As a Client Services Representative within our UK Personal Investor business, you’ll be our voice and our clients’ advocate, as you help to build hundreds of financial futures. In this role, you will be passionate about providing Vanguard clients with an outstanding experience to exceed client expectations that are shaped by their day-to-day digital interactions.

We have a number of positions that we are recruiting for on a temporary basis of 6 months. Our next starting date is the 11th of April 2023.

Duties & Responsibilities

• Ensure that all client enquiries are responded to within defined service levels and in line with Vanguard standards. Ensure the timely and accurate processing of all transaction requests. Accountable for ensuring that clients receive a level of service appropriate to their needs.

• Communicate optimally with clients and third parties keeping them informed of change/issues etc.

• Collaborate closely with contracted third party on service delivery.

• Assess client needs, expectations and behaviors as a basis for recommending service enhancements. Influence critical initiatives to ensure that Vanguard provides client service that exceeds expectations. Supports continuous improvement initiatives for internal and external processes and services.

• Ensure that policies and procedures are continually followed and that key business unit indicators are met.

• Proactively handle internal client relationships (i.e., Sales, Legal, Compliance, Operations, Service providers, Fund Financial Services and Systems Integration) to ensure support for clients’ needs.

• Maintain an appropriate level of Vanguard and industry knowledge including keeping current on Vanguard and policies and objectives

• Strong awareness of industry competition, including types and levels of service offered. Reviews client satisfaction measurement results and driven measures.

• Handle client data for internal recordkeeping purposes. Produces management information and internal updates on client activity.

Qualifications

• Ideally you will have a background in customer service

• Experience in Financial Services preferred but not essential

• Interest in Investment Management

• Pensions knowledge desirable but not essential

• Passion for customer care and ensuring they receive a great experience

• Full training provided

Special Factors

• Please note that working hours may vary depending on business needs.

• Vanguard is not looking to provide sponsorship for this position

About Vanguard

We are Vanguard. Together, we’re changing the way the world invests.

For us, investing doesn’t just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose – and that’s how we’ve become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

We want to make success accessible to everyone. This is our opportunity. Let’s make it count.

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.

Future of Work

During the pandemic, we transitioned to a work from home model for the majority of our crew and we continue to interview, hire, and on-board future crew remotely.

As we have developed the path forward, we have taken a thoughtful approach that both maximizes the advantages of working remotely and the many benefits of coming together and collaborating in a shared workspace. We believe that in-person interactions among our crew are important for preserving our unique culture and advantageous for the personal development of our crew.

When our Crew return to the office, many will work in our hybrid model. A smaller proportion of our crew will operate in the Work from Home work model (for example, field sales crew); or in the Work from Office model (for example, portfolio managers).

The working model that your role falls into will be communicated to you in the interview process – please do ask if you are unsure. We encourage you to make the decision regarding your job interview and offer knowing which model your role will fall into. We will test and learn as our ways of working evolve and will continue to evaluate working models along the way.