Senior FSPO Complaints Manager

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

This is a great job for someone who enjoys resolving complex customer issues, influencing positive change, and working with a wide range of stakeholders across a regulated financial services environment.

At Aviva Life & Pensions Ireland, we're looking for an experienced Senior Customer Relations & Financial Services and Pensions Ombudsman (FSPO) Complaints Manager to join us on a fixed-term contract until June 2027.

This is an exciting opportunity to take ownership of our engagement with the FSPO, oversee complex complaint investigations, and help shape customer outcomes across the business.

Managing one direct report, you'll play a key role in strengthening our complaints framework, identifying opportunities for improvement, and ensuring we continue to deliver fair, customer-focused solutions. Working closely with senior stakeholders, you'll also help drive continuous improvement in complaint governance, reporting, and customer experience.

Duties & 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 & Experience

• 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.

What will you get for this role?

The work you do at Aviva will make a real difference to our customers. We will recognise your contributions and reward you. From competitive salaries to generous pension contributions and paid paternity leave; take a look through some of our employee benefits!

The expected pay range for this role will fall between €95,000 and €105,000 and salary offered will commensurate with candidate's level of skills and experience.

• A competitive market leading salary depending on skills, experience, and qualifications.
• Other discretionary benefits at this grade may include an additional car allowance of €9,000 per annum
• 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.
• Generous Health & dental insurance contributions.
• Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme.
• TaxSaver Travel Scheme.
• Up to 40% discount for some Aviva products plus discounts for Friends and Family.
• Professional qualification support and transparent career progression plans.
• Brilliantly supportive policies including parental and carer’s leave.
• Flexible benefits to suit you, including sustainability options such as cycle to work .
• Make a difference, be part of our Aviva Communities and use your paid volunteering days to help others.
• We take your wellbeing seriously with lots of support and tools.
• We’re deeply invested in our people, our total reward package has so much to offer.

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 at least 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.