Senior FSPO Complaints Manager
Core
Lead the management of FSPO complaints, including dispute resolution, mediation, settlements, and sign-off of investigation files within a regulated financial services environment.
Role type
Senior Customer Relations & Financial Services and Pensions Ombudsman (FSPO) Complaints Manager
Builds
Complaint governance frameworks, management information reports, and fair customer-focused solutions.
Domain
Financial Services / Insurance / Pensions
Required skills
FSPO complaint management, dispute resolution, mediation, investigation oversight, trend analysis, stakeholder management, report production, coaching, regulatory compliance
Preferred skills
QFA qualification, CF8 qualification, complex case investigation, customer experience improvement
Technologies
None stated
Responsibilities
Lead FSPO complaint management including dispute resolution and sign-off; Drive improvements in complaints processes and reporting; Provide oversight and analysis of complaint trends; Produce reports for senior leaders; Support and coach complaint handlers
Seniority
Senior, managing one direct report