Customer Experience Team Lead

Job Title Customer Experience Team Lead Job Description So, who are we 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 thats 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. Your team Lead and develop IG Groups customer experience team, ensuring delivery of exceptional support to high-value clients across our global client base while driving operational excellence and team performance. Your role in the Teams Success Combine hands-on customer service delivery with team leadership, serving as the primary escalation point for complex cases and maintaining strategic alignment with commercial objectives and regulatory requirements. What youll do Team Leadership 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 Operational Excellence 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 Strategic Collaboration 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 Service Delivery 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 Core Competencies Leadership and Development 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 Customer and Operational Excellence 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 Technical and Commercial Acumen 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 youll 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 Desirable 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). How we work We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office which we think balances the need to collaborate .