Senior Client Disputes Specialist

Job Title

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