Working with us

Working with us

The FSPO's diverse workforce is made up of almost 100 employees from a range of backgrounds with expertise in banking, insurance, investments, pensions, law, corporate governance and customer service, amongst others.

We also have a comprehensive training programme for all new joiners and we encourage applicants of all levels of experience.

We run our recruitment campaigns in compliance with the Codes of Practice for Appointment to Positions in the Civil Service and Public Service prepared by the Commission for Public Service Appointments (CPSA) which are available on

Recruitment Competition

Post Email to Closing Date
Senior Dispute Resolution Manager - Information Booklet
Senior Dispute Resolution Manager - Application Form 8 July 2024

How to apply

Download and complete the appropriate application form referenced to the job application above.
Applications should be emailed to the appropriate email address referenced above.
They must be received no later than the closing date and time.

Recruitment Privacy Statement


Diversity & Inclusion

We are committed to creating a positive, engaging and inclusive employee experience that provides continuing support and energy to our teams. We work collaboratively across the organisation, supporting the wellbeing of our team. Our recruitment and onboarding practices support the ongoing development and growth of our employees, and we are committed to supporting candidates and employees with disabilities. You can read more about our commitments in our People Strategy.

What we value

Our values are embedded in our processes and procedures through our ongoing training and development programmes. At the heart of our values is a deep desire to deliver the best possible service for our customers.

  • Fairness
  • Integrity
  • Independence
  • Accessibility
  • Effectiveness

We are committed to carrying out our functions in a fair, impartial, balanced and transparent manner. Our aim is to provide a professional and efficient service to our customers, delivered with integrity. We strive to deliver a service that is accessible, high quality and meets our customer's needs.


Work-Life balance

The FSPO understands the value of providing a meaningful work-life balance across the organisation. We offer the following benefits to our staff:

  • Public sector pay scales
  • Annual leave
  • Flexible working hours
  • Pension scheme
  • Paid maternity/paternity leave
  • Working arrangements that promote work/life balance
  • Learning and development opportunities
  • Cycle to Work scheme
  • Tax Saver - public transport travel pass
  • Employee Assistance Service
  • Wellbeing programme
  • Access to hybrid working. This is subject to business needs, performance, and the requirements of the role.


The FSPO operates under a team structure comprising:

Corporate and Communication Services is responsible for many of the functions that support the running of the FSPO, including human resources, finance, procurement, data protection, freedom of information, governance, publications, facilities and communications. The Directorate provides information on the services of the FSPO to our customers through our contact channels, including by phone, email, on our website and through social media. Ensuring compliance with internal controls, laws, regulations and corporate governance requirements is a key role for the staff of the Directorate.
Customer Operations and Information Management is responsible for driving improvements in all FSPO complaint-handling processes, procedures and activities. It has responsibility for the intake and assessment of complaints, with over 4,700 complaints received in 2022. The Directorate designs and progresses customer experience initiatives and innovation and in addition, provides the FSPO's ICT functions. More information on the intake and initial assessment of complaints is available in our video, ‘What happens when we receive your complaint'.
Dispute Resolution provides a fast, simple and informal resolution service to complainants and financial service providers and pension providers in order to resolve disputes between these parties in an impartial, independent and objective manner. The assigned FSPO mediator (called a Dispute Resolution Officer) facilitates the mediation process between the complainant and the financial service provider or pension provider, to help the complainant and provider to design and agree a solution to the dispute. A range of intervention tools are used including e-mail and telephone communication and, where necessary, face-to-face meetings. More information is available in our video, ‘What to expect during dispute resolution'.
Investigation Services manages all matters relating to the formal investigation of complaints which were not resolved through mediation. This service provides impartial, independent, and fair investigation of complaints about the conduct of financial service providers or pension providers. Investigation Services actively investigate complaints, collecting, collating, exchanging and considering the necessary evidence, to enable the adjudication of the complaint, resulting in a legally binding decision. More information is available in our video, ‘What to expect during the formal investigation process'
The Legal Services team is responsible for carrying out jurisdictional assessments of complaints where a question arises as to whether a complaint can be investigated by the FSPO. This service provides an impartial, independent and fair assessment of complaints. The Legal Services team actively engages with the other teams cross the FSPO by providing information, training and guidance on the exercise of the FSPO's statutory functions and developments in the financial services and pensions landscape. The Legal Services team is also responsible for the management of litigation and statutory appeals.


Roles across the FSPO

Clerical Officers may be assigned to any individual team within the FSPO, or across several teams. The role of the Clerical Officer involves a wide range of activities, including general clerical work, working as part of a team in delivering important public services, supporting line-managers and colleagues, and communicating with and providing a quality service to the public.

Working as part of a team, Clerical Officers perform a wide range of important administrative duties. Information provision, and registration of complaints represent a large part of the role. Clerical Officers are required to process large volumes of documentation, phone calls, email and post, respecting the rights of data subjects to the protection and privacy of their personal details at all times.

Key Activities:

  • Providing information to the public about the FSPO's services over the phone, in writing and face-to-face, meeting the highest quality standards;
  • Registering and processing new complaints received;
  • Logging, collating, scanning, and processing inbound/outbound post;
  • General clerical work e.g., filing, photocopying, scanning;
  • Acting as administrative supports to business areas;
  • Working as part of a team in delivering support services to the wider staff;
  • Maintaining high quality records in a thorough and organised manner;
  • Supporting line-managers and colleagues;
  • Using Information Technology daily e.g., word processing, spreadsheets, database, email and internet;
  • Checking all work thoroughly to ensure that it is processed in accordance with operating procedures, the FSPO's data protection policy and completed to a high standard;
  • Approaching work in a careful and methodical manner, displaying accuracy at all times, including when conducting routine/repetitive work;
  • Any other duties deemed appropriate for clerical support, which may include providing wider team cover for holidays or absences.

Executive Officers (EOs) work across the FSPO and make up almost half of our team. EOs play a vital role in the functions of the FSPO and are critical in ensuring that complaints are progressed and that we deliver for our customers. Below, we outline some of the roles undertaken by EOs across the FSPO.

The precise nature of roles will vary depending on the skills of the individual concerned and the requirements of the team to which they are assigned. Executive Officers are involved in a wide range of roles and activities, including:

  • the resolution of disputes using mediation techniques
  • formal investigation of complaints
  • analysing and examining complex data and evidence
  • researching and drafting proposals and opinions
  • managing operations
  • assessing the eligibility of complaints
  • dealing directly with the public

Executive Officers are often engaged in critical analysis and in examining complex information. Many Executive Officers in the FSPO manage a portfolio of complaints as part of our complaints handling units.

In addition to the above essential requirements, certain skills and attributes enable Executive Officers to be effective in their role and are a benefit if considering a role at the FSPO:

  • An ability to deliver a high-volume workload to a high standard, achieving quality results and meeting goals, timelines and targets.
  • Willingness to learn and share learning. The FSPO provides extensive training, learning and development opportunities that provide staff with the ability to continuously develop their specialist knowledge, and share their skills and knowledge with colleagues.
  • An understanding of and commitment to follow processes, and the ability to identify potential process improvements.
  • An ability to analyse information impartially, and think critically, in a timely manner.
  • A commitment to delivering excellent customer service to both internal and external customers.
  • Excellent interpersonal skills, including an ability to deal sensitively with others and their data.
  • An adherence to high standards.
  • Demonstrable track record of successfully working on their own initiative and as part of a team.
  • High standards of personal integrity.
  • A high degree of ICT literacy including excellent MS suite familiarity.
  • A commitment to playing a part in the ongoing development of the FSPO.

Higher Executive Officers (HEOs) are a key member of the broader management team in the FSPO, accelerating team performance, supporting the team structure, cascading organisational strategy and culture to their team and feeding back to management on day-to-day running of the team. The successful candidate will work closely with the Assistant Principal Officer(s) and Director of their Directorate. The HEO will ensure consistently high levels of quality output from their team and in their own work. The HEO will coach team members and support them in their day-to-day work and encourage their development.

A central requirement of the role will be to manage a team at Executive Officer and/or Clerical Officer levels. Management of the team will entail the following:

  • Managing the efficient and effective progress of work assigned to team members.
  • Supervising and reviewing the drafting of key documents and/or communications.
  • Using the available data analysis, including Key Performance Indicators (KPIs), to regularly measure the output of the team and drive team performance.
  • Analysing KPI achievements in their team and presenting and accounting for relevant outputs.
  • Conducting regular quality checks on outputs of the team.
  • Regularly conducting workload reviews.
  • Reviewing the work of the team and providing feedback and mentoring to team members.
  • Providing regular, timely feedback to staff, including feedback from senior management.
  • Setting performance goals and conducting regular reviews against goals.
  • Monitoring team members adherence to the FSPO's values and processes.
  • Managing the FSPO's probation process for relevant staff.
  • Managing the FSPO's Performance Management and Development System (PMDS) process for relevant staff, including the management of Performance Improvement Plans where appropriate.
  • Coaching team members.
  • Contributing to the development of and implementing organisational plans and projects with staff in the team.
  • Preparing and delivering induction training to new staff.
  • Assessing training needs for staff and working with colleagues to design and deliver role-specific training.
  • Providing training to staff on how to manage their workload.
  • Assisting senior management in ensuring a supportive and inspiring work environment for staff.

In addition to the team management responsibilities outlined above, the successful candidate will also have the following responsibilities:

  • Efficiently and effectively progress own workload, including complaint files, as relevant to the role.
  • Assist senior management in improving the customer journey, including by identifying areas for potential improvement and ensuring visibility of KPI performance in their area.
  • Contribute to and drive the achievement of objectives set out under the FSPO's Customer Action Plan as it pertains to their team.
  • Share knowledge and learning, including presenting training on technical topics.
  • Monitor for issues, internally and externally, which may affect complaint files or the FSPO's. functions, and ensure such issues are shared with senior management.
  • Continuously improve technical knowledge in the areas of relevance to the role.
  • Perform other tasks where the need arises, such as being part of a project or committee on a Directorate or organisation-wide initiative.



"I've worked at the FSPO for a number of years and each year I find new challenges in my role and new things to learn. I've gained so much experience whilst working in CCS and have had the opportunity to get involved in many diverse projects. The work culture here is open and friendly and no one is ever too busy to help."

(Higher Executive Officer, CCS)


"My role is a full and varied role. CCS is a supporting function for the entire Office and as such my role allows me to interact with the whole organisation and to become involved in many different projects at any one time. This keeps the role interesting and rewarding as no two days are ever the same"

(Executive Officer, CCS)


"Being a Mediator in the FSPO is a very interesting and satisfying role. Not only do you get a great feeling of satisfaction and achievement when you get a successful outcome in Mediation, but you are also part of a fantastic team of colleagues who support and help you in every way they can."

(Executive Officer, DRS)


"I find the work in Investigation Services varied and interesting and there is a good support network within the Division."

(Executive Officer, IS)