Senior Client Disputes Specialist

**Job Title** Senior Client Disputes Specialist **Job 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 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