Customer Experience Team Lead

Description

IG has been at the centre of retail trading and investment since 1974, when we helped create the market for financial spread betting. Today, we're a FTSE100 fintech operating across five continents, serving over 700,000 clients and handling billions in transactions - built on decades of scale, trust and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that’s rare in established businesses. The bar is high - bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next. Join us at IG – the future gets built here.

How we work

• Lead and Inspire: Drives trust, alignment, and enthusiasm

• Think Big: Focus on the problems that most impact commercial outcomes

• Champion the client: Understand and prioritise client's needs

• Deliver at pace: Push for fast, sustainable growth;

• Raise the bar: Take ownership, be accountable and share feedback

What you’ll do

• Directly manage and develop customer experience consultants

• Set performance expectations, conduct regular reviews, and manage capability development

• Create shift patterns and resource allocation to optimize service coverage

• Monitor team performance against productivity (e.g. 6+ interactions/hour) quality (80%+ CSAT) and other customer service metrics.

• Provide coaching, feedback, and performance improvement support

• Serve as final escalation point for complex customer disputes and complaints

• Make autonomous decisions on resolutions, refunds, and policy exceptions within defined authority

• Develop and refine service standards and procedures

• Maintain quality assurance processes and conduct case reviews

• Coordinate with other service teams to optimize escalation pathways

• Report performance metrics and insights to senior leadership

• Partner with commercial teams across regions to align service delivery with business objectives

• Contribute to product development and platform enhancement initiatives

• Represent customer voice in strategic discussions and process improvements

• Lead cross-functional projects related to customer experience enhancement

• Maintain regulatory compliance and ensure adherence to applicable regulatory requirements

• Serve as final escalation point for the most complex customer cases requiring senior intervention

• Provide specialist guidance on sophisticated trading strategies and complex products when team requires support

• Oversee vulnerable customer interactions and ensure enhanced care protocols are followed

• Maintain reduced personal caseload to prioritize team management and strategic responsibilities

• Proven ability to motivate and develop high-performing teams

• Strong coaching and mentoring capabilities

• Performance management experience including difficult conversations

• Change management and process improvement leadership

• Exceptional customer service standards and complaint resolution skills

• Process optimization and quality management experience

• Stakeholder management across multiple internal and external parties

• Crisis management and escalation handling expertise

• Deep understanding of financial markets, trading products, and regulations

• Strong analytical skills with ability to interpret complex trading scenarios

• Commercial awareness and alignment with business objectives

• Risk management and decision-making authority

What you’ll need for this role

• 5+ years customer service experience with minimum 2 years team leadership

• Extensive client-facing experience managing complex, high-value customer relationships

• Experience managing remote or international team members

• Proven track record managing performance in target-driven environments

• Demonstrated success in complaint resolution and dispute management

• Strong understanding of consumer rights and financial regulations across multiple jurisdictions

• Fluency in English (written and verbal)

• Flexible for rotational shifts and week-offs

• Experience with complex financial products or similar regulated industries

• Knowledge of Intercom, Genesys, or similar customer service platforms

• Degree-level education (finance, business, or related field preferred).