Customer Experience Team Lead
IG Group is a FTSE 250 online trading platform (CFDs, forex, shares) that launched spot crypto trading in 2025 and acquired crypto exchange Independent Reserve in 2026.
Maintainer signals as of 8/14/2026
About IG
IG Group Holdings plc (LSEG: IGG) is a London-headquartered FTSE 250 online trading platform offering CFDs, forex, shares and ~19,000 markets. It launched spot crypto trading for UK retail in June 2025, obtained FCA cryptoasset registration in October 2025 (50+ coins by May 2026), and completed the acquisition of crypto exchange Independent Reserve on 30 January 2026.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You lead and develop customer experience consultants, set performance expectations, manage capability development, and optimize shift patterns and resource allocation. You act as the final escalation point for complex disputes and complaints, make resolution and refund decisions, improve service standards, monitor quality, report performance, support vulnerable customers, and provide specialist guidance on trading strategies and complex products.
Requirements
- 5+ years of customer service experience
- Minimum 2 years of team leadership experience
- Experience managing complex, high-value customer relationships
- Experience managing remote or international team members
- Experience managing performance in target-driven environments
- Experience resolving complaints and disputes
- Understanding of consumer rights and financial regulations across multiple jurisdictions
- Fluency in written and verbal English
- Flexibility for rotational shifts and week-offs
- Experience with complex financial products or regulated industries
- Knowledge of Intercom, Genesys, or similar customer service platforms
Responsibilities
- Manage and develop customer experience consultants
- Set performance expectations and conduct regular reviews
- Create shift patterns and allocate resources
- Monitor productivity, quality, and customer service metrics
- Coach employees and provide performance improvement support
- Resolve complex customer disputes and complaints
- Make decisions on resolutions, refunds, and policy exceptions
- Develop service standards and procedures
- Maintain quality assurance processes and conduct case reviews
- Coordinate escalation pathways with other service teams
- Report performance metrics and insights to senior leadership
- Partner with commercial teams across regions
- Contribute to product and platform enhancement initiatives
- Represent the customer voice in strategic discussions
- Lead cross-functional customer experience projects
- Ensure regulatory compliance
- Provide guidance on trading strategies and complex products
- Oversee vulnerable customer interactions
Benefits
- Hybrid working with 3 days in the office
- Sports and social clubs
- Extra time off for volunteering and community work