Job Title
Senior Client Disputes SpecialistJob Description
Minimum compensation: starting from 8,990 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 IGIG 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 RoleWe 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
- 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
- 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
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
1Skills Required
- 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 and ability to identify errors
- Confident communicator with customers, internal stakeholders and Compliance
- Experience contributing to process documentation or training within a complaints function
- Background in retail investment, trading platforms or leveraged products
What We Do
We’ve been at the forefront of trading innovation since 1974, taking on the challenge to deliver an unmatched experience for our clients and raise the bar for tomorrow’s opportunities. Today, we’re a global fintech company incorporating the IG, tasty, IG Prime, Spectrum and DailyFX brands, with a presence in 18 countries across five continents – Europe, North America, Africa, Asia-Pacific and the Middle East. We’re an organisation of positive problem-solvers, united and inspired by our purpose, which is to power the pursuit of financial freedom for the ambitious. Our award-winning products and platforms empower go-getters the world over to unlock opportunities around the clock, giving them access to over 19,000 financial markets. Today, more than 400,000 clients call IG Group home. IG Group Holdings plc is an established member of the FTSE 250 and holds a long-term investment grade credit rating of BBB- with a stable outlook from Fitch Ratings
