Senior FSPO Complaints & Customer Experience Lead

Aviva plc; Dublin; Hybrid; EUR 95,000 - 105,000; Full time

Benefits offered by this job

Competitive salary

Pension contributions

Health & dental insurance

Performance bonus

Flexibility & cycle to work

Volunteer days

Job summary

Aviva Life & Pensions Ireland seeks an experienced Senior Customer Relations & FSPO Complaints Manager on a fixed-term contract to June 2027. You will own FSPO engagement, oversee complex investigations, and shape customer outcomes.

Manage one direct report and drive governance, reporting and customer experience improvements. The role includes leadership of FSPO complaints, reporting for governance forums, and coaching teams on best practices.

Qualifications

• Proven experience managing FSPO complaints or similar in financial services.
• Strong understanding of the FSPO process and investigation requirements.
• QFA qualification, or a CF8-aligned qualification.

Responsibilities

• Lead management of FSPO complaints including dispute resolution, mediation, settlements, and sign-off of investigations.
• Drive improvements in complaints processes, reporting, and MI to enhance outcomes and performance.
• Provide oversight/analysis of complaint trends, identifying risks and improvement actions.

Skills

FSPO complaints management

FSPO process knowledge

QFA qualification

Stakeholder management

Analytical & judgement skills

Education

QFA qualification / CF8 alignment

Job description

Aviva Life & Pensions Ireland seeks an experienced Senior Customer Relations & FSPO Complaints Manager on a fixed-term contract to June 2027. You will own FSPO engagement, oversee complex investigations, and shape customer outcomes.

Manage one direct report and drive governance, reporting and customer experience improvements. The role includes leadership of FSPO complaints, reporting for governance forums, and coaching teams on best practices.