Customer Experience Team Lead

Job Summary

Lead and develop IG Group's customer experience team, ensuring delivery of exceptional support to high-value clients across our global client base while driving operational excellence and team performance.

Responsibilities

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 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

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. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction:

• 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 clients needs
• Deliver at pace: Push for fast, sustainable growth;
• Raise the bar: Take ownership, be accountable and share feedback

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.