Job Description

Vanguard Asset Management is seeking a Client Case Representative – Senior Associate to join their respected Manchester team. This is an exceptional opportunity for you to bring your pension expertise and client service skills to one of the world’s most trusted investment management companies. In this
role, you will be at the heart of supporting clients with complex pension-related queries, ensuring every interaction is handled with care, accuracy, and professionalism. Vanguard is renowned for its supportive culture, commitment to professional development, and focus on delivering outstanding service within a collaborative environment. If you are looking for a position where your knowledge will be valued and your growth supported, this could be the perfect next step in your career.

What you'll do:

As a Client Case Representative – Senior Associate, you’ll guide clients through complex pension-related processes with clarity, empathy, and precision. You’ll bring structure and calm to situations that can often feel overwhelming for clients and ensure they feel supported every step of the way.

In this tole you will:

• Handle and prioritise complex or escalated client requests related to pensions, ensuring each case receives careful attention and timely resolution.

• Follow established procedures to address client issues, conducting thorough research to fulfil intricate client requests and transactions accurately.

• Collaborate with internal partners across departments to develop effective solutions for challenging cases, fostering a co-operative approach to problem-solving.

• Identify trends in client enquiries and contribute valuable insights towards ongoing process improvement initiatives within the team.

• Ensure all client communications are delivered within defined service levels, maintaining clarity, accuracy, and adherence to regulatory guidelines at all times.

• Develop and maintain comprehensive knowledge of Vanguard funds, products, and services as well as broader industry regulations affecting pensions.

• Guide clients by applying your understanding of legal, tax, and regulatory matters relevant to the financial services sector

What it takes:

• Proven experience in a related role, ideally within client services
• Pension knowledge—formal pension qualifications are a bonus but not essential.
• Strong time-management and organisational skills, with the ability to work confidently under pressure.
• Excellent verbal and written communication skills, with a naturally empathetic and professional approach.
• A proactive mindset and a genuine interest in helping clients make well-informed financial decisions.
• An undergraduate degree or equivalent combination of training and experience.

Special Factors:

• Vanguard is not offering sponsorship for this position.
• This is a hybrid position and would require you to work in the Manchester office Tuesday-Thursday.
• Please note that working hours may vary depending on business needs

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.