Senior FSPO Complaints Manager

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).

In this role, you will have one direct report, and you will be at the forefront of managing our relationship with the Financial Services and Pensions Ombudsman ('FSPO'), mediating disputes, and driving improvements in complaints management. If you thrive on resolving complex issues and making a real impact on customer experience, this is the perfect opportunity for you to shine and grow with us. 

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 a 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). 

• Mediation qualification highly desirable. 

• 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 market leading salary depending on skills, experience, and qualifications. 

• Generous pension (employee contribution matching of up to 14% if you contribute 8%) 

• Annual performance related bonus and pay review. 

• Holiday allowance of 29 days plus bank holidays, and the option to buy/sell up to 5 additional days. 

• Free car parking 

• Generous Health & dental insurance contributions after six months 

• Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme 

• Cycle to Work benefit scheme. 

• TaxSaver Travel Scheme 

• Family friendly parent’s (matching paternity and maternity leave) and carer’s leave. 

• Up to 40% discount for some Aviva products plus discounts for Friends and Family 

• Employee Assistance Programme 

• Volunteering days 

• Professional qualification support and transparent career progression plans 

Fitness and Probity  
This is a Regulated Role and will be subject to enhanced pre-employment screening procedures. There will be an on-going requirement for the role holder to maintain fit and proper status. 

Aviva is for Everyone 

Our diversity and inclusion policies and initiatives are shaping an environment where everyone feels welcome regardless of age, disability, race, ethnicity, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or those with other caring responsibilities. Our approach helps to ensure that Aviva is a place which values difference and provides equal opportunities for all. 

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending around 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues. 

We prefer all applications to be submitted online, however if you require an alternative method of applying, please contact megan.crabbe@aviva.com