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