Senior Client Disputes Specialist

Job Title Senior Client Disputes Specialist Job Description Minimum compensation: starting from 13 000 PLN. The final offer will be determined based on the candidate's experience and competencies. Senior Complaints Specialist – UK Customer Experience Location: Krakow / Hybrid Department: Customer Experience Reports to: UK Complaints Team Lead About IG IG Group is a FTSE 100 global fintech, operating across 18 countries and serving over 350,000 active clients. We provide leveraged and non-leveraged trading across a broad range of asset classes, as well as share dealing and investment products through our retail brands. We are in the middle of a significant transformation — building a digital-first, AI-enabled Customer Experience function that delivers exceptional client outcomes while meeting the highest regulatory standards. As part of that, we are building a dedicated UK Complaints capability from the ground up. The Role We are building a dedicated UK Complaints function and are looking for an experienced Senior Complaints Specialist to join the founding team. This is a senior individual contributor role — you will handle the most complex and high-risk cases, support quality assurance across the team, and help establish the standards and processes that will define how we handle complaints at IG. You will be a technical reference point for the team and a critical voice in shaping how the function develops. Key Responsibilities Own and resolve complex, high-risk and escalated complaints to a high standard Act as a quality reference point — reviewing cases, identifying errors and coaching where needed Support the development and documentation of complaint handling processes and standards Contribute to MI and reporting, identifying trends and themes that drive improvement Liaise directly with Compliance on regulatory queries, FOS referrals and DISP compliance Support root-cause analysis and feed insights into operational and product improvement Help onboard and upskill new team members as the permanent function grows Maintain accurate records and contribute to audit-readiness across the complaints register What We’re Looking For Significant experience in complaints handling within regulated financial services Deep working knowledge of FCA complaint handling requirements, DISP and FOS processes Track record of resolving complex or contentious cases to a high standard Strong quality assurance instincts — able to spot issues and articulate why they matter Confident communicator with customers, internal stakeholders and Compliance Experience contributing to process documentation or training within a complaints function Ideally background in retail investment, trading platforms or leveraged products Why Join Us Build something from the ground up — this is a new function with real influence over how it operates Work within a FTSE 100 fintech at a critical point in its CX transformation Exposure to AI-enabled and digital-first servicing models Collaborative, high-performance culture with genuine development opportunities Competitive salary and benefits Our Values We value accountability, transparency, and a genuine focus on customer outcomes. We want people who take ownership, communicate clearly, and care about getting it right. Number of openings 1 Looking for a career at a company that will support you, challenge you and help you grow? IG Group can provide that. IG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses. The bar is high – bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next. Join us at IG – the future gets built here.