Senior FSPO Complaints & Customer Experience Lead

Aviva; Dublin; On-site; EUR 95,000 - 105,000; Full time

Benefits offered by this job

Competitive salary

Generous pension contributions

Paid paternity leave

Job summary

Aviva Life & Pensions Ireland is hiring a Senior Customer Relations & FSPO Complaints Manager on a fixed-term contract until June 2027. You will own engagement with the FSPO, oversee complex complaint investigations, and drive improvements in governance, reporting, and customer outcomes.

Managing one direct report, you will lead FSPO complaints, mentor handlers, and produce insightful governance reports for senior leaders while maintaining an unwavering focus on fair, customer-focused solutions.

Qualifications

• Proven experience managing FSPO complaints or a similar customer relations role within insurance, pensions, or financial services.
• Strong understanding of the FSPO process and complaint investigation requirements.
• QFA qualification, or a qualification that meets Complaint Adjudication (CF8) requirements.
• Excellent stakeholder management, communication, and influencing skills, with the ability to build strong internal and external relationships.
• Strong analytical and judgement skills, with experience investigating complex cases and delivering fair customer-focused outcomes.

Responsibilities

• Lead the management of FSPO complaints, including dispute resolution, mediation, settlements, and sign-off of investigation files.
• Drive improvements in complaints management processes, reporting, and management information to enhance customer outcomes and business performance.
• Provide oversight and analysis of complaint trends, identifying risks and recommending actions to improve customer experience and conduct outcomes.
• Produce clear and insightful reports for senior leaders and governance forums, highlighting key themes, risks, and opportunities.
• Support and coach complaint handlers and business teams on complaint investigations, customer experience, and FSPO best practice.

Skills

FSPO complaints

Stakeholder management

Analytical skills

Judgement skills

Complaint investigations

Education

QFA CF8 qualification

Job description

Aviva Life & Pensions Ireland is hiring a Senior Customer Relations & FSPO Complaints Manager on a fixed-term contract until June 2027. You will own engagement with the FSPO, oversee complex complaint investigations, and drive improvements in governance, reporting, and customer outcomes.

Managing one direct report, you will lead FSPO complaints, mentor handlers, and produce insightful governance reports for senior leaders while maintaining an unwavering focus on fair, customer-focused solutions.