Job Title
Client Disputes Team Lead

Job Description

Minimum compensation: starting from 9,780 PLN. The final offer will be determined based on the candidate's experience and competencies.

Client Disputes Team Lead

Location: Krakow / Hybrid

Department: Customer Experience

Reports to: Head of CX
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 Client Disputes team from the ground up.
About the Team
The UK Client Disputes team is a newly established team within our Customer Experience function, dedicated to handling client disputes for UK customers. The team is focused on investigating disputes for clients as fast as possible, resolving under FCA DISP/SRC requirements, and escalating complex or regulatory cases where needed. We work cross-functionally with Compliance, Operations, Product and Technology to drive the right client outcomes.
Your Role within the Team

This is the priority hire for our new UK Client Disputes team. As Client Disputes Team Lead, you will build and lead the team from the ground up - maintaining the shared disputes register alongside Compliance, developing disputes reporting in collaboration with Data and Insights, and setting quality standards from day one. You will work closely with Compliance, Operations and senior leadership to ensure we operate within FCA requirements and deliver consistently fair client outcomes. This is not a grow-into role. We need someone who has done this before and can land running.
Key Responsibilities

• Lead the UK Client Disputes team day-to-day, owning quality and throughput
• Maintain the shared disputes register in collaboration with Compliance
• Partner with the Data & Insights team to develop and maintain disputes reporting and MI
• Set and maintain quality standards across all dispute handling activity
• Manage and develop a small team of Client Disputes Specialists and Associates
• Serve as the primary point of contact for Compliance on disputes-related regulatory matters, including supporting FOS referrals with case context and an understanding of overturn risk to inform case handling
• Drive root-cause analysis and translate dispute insights into actionable improvements across operations, product, marketing, legal and client experience
• Contribute to the design of the target operating model for the disputes team as it scales
• Recruit, onboard and embed new team members as the team grows
• Report to senior leadership on disputes performance, themes and risks
• Work closely with Compliance, Operations, Product, Marketing and Technology teams to resolve issues efficiently

What We're Looking For

• Proven experience leading a complaints or disputes team within regulated financial services
• Deep working knowledge of DISP and its application in a retail financial services environment
• Strong understanding of Consumer Duty - particularly its application to upstream product and documentation gaps, and the identification and appropriate handling of vulnerable clients
• Strong data literacy - able to work with a Data and Insights team to shape meaningful disputes reporting
• Experience managing a team and setting quality standards in a regulated environment
• Track record of working directly with Compliance and senior stakeholders
• Clear, confident written communication - able to summarise complex disputes themes for senior audiences
• Background in retail investment, trading platforms or leveraged products strongly preferred
• Working knowledge of FOS processes and overturn criteria - desirable
• Comfortable operating in a fast-moving environment with a degree of ambiguity

Why Join Us

• Build something from the ground up - this is a new team 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 client outcomes. We want people who take ownership, communicate clearly, and care about getting it right.

Number of openings
1