Senior FSPO Complaints Manager

4 weeks ago

Dublin, Dublin City, Ireland Aviva plc Full time

Join to apply for the Senior FSPO Complaints Manager role at Aviva.

We are seeking an experienced Senior Customer Relations and Financial Services and Pension Ombudsman Complaints Manager to join our team at Aviva Life & Pensions Ireland (ALPI).

Roles and Responsibilities:

  • Resolve disputes through clarification, mediation or settlement and prepare/sign off on FSPO investigation files.
  • Identify and deliver improvements in the FSPO process, including reporting and management information (MI).
  • Produce high-quality reports regularly for governance forums.
  • Conduct research and provide training to complaint handlers to enhance the customer experience.
  • Provide oversight and analysis of FSPO complaint handling, recommending improvement actions.
  • Identify, challenge, and report on relevant conduct metrics and issues.
  • Assist the business with escalated complaints and intervene early when necessary.

Skills and Experience:

  • Proven experience in an FSPO Complaints Management or related role within the Insurance or Financial Services Industry.
  • Strong understanding of the FSPO process.
  • Qualified Financial Adviser (QFA) or similar qualification for Complaint Adjudication (CF8).
  • Excellent communication and advisory skills.
  • Proven ability to manage relationships internally and externally.
  • Strong analytical and judgment skills, with the ability to conduct detailed investigations.

What will you get for this role?

  • Competitive salary depending on skills, experience, and qualifications.
  • Generous pension (employee contribution matching of up to 14% if you contribute 8%).
  • Annual performance bonus and pay review.
  • Holiday allowance of 29 days plus bank holidays, with options to buy/sell up to 5 additional days.
  • Free car parking.
  • Additional benefits including share plans, schemes, discounts, and employee assistance programs.

Fitness and Probity:

This is a Regulated Role requiring enhanced pre-employment screening and ongoing compliance to maintain fit and proper status.

Our Diversity and Inclusion:

We promote an environment where everyone feels welcome and valued, regardless of background or identity. Our policies support equal opportunities and flexible working arrangements.

Most of our staff work remotely around 50% of the time, balancing flexibility with collaboration.

All applications should be submitted online. For alternative methods, contact megan.crabbe@aviva.com.

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Other
Industries
  • Insurance
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