Customer Success Team Lead, IG Group
Trading & Investment
+ 12% Benefits Package on top of your salary
3 days a week in office (Cannon Street, London)
Global fintech investment platform
Be an early applicant
Global fintech investment platform
1001+ employees
Be an early applicant
+ 12% Benefits Package on top of your salary
3 days a week in office (Cannon Street, London)
1001+ employees
Company mission
To power the pursuit of financial freedom for the ambitious.
Role
Who you are
- 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 UK consumer rights and financial regulations
- Fluency in English (written and verbal)
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)
What the job involves
- Lead and develop IG Group’s top tier customer service team, ensuring delivery of exceptional support to high-value UK clients while driving operational excellence and team performance
- 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
- Directly manage and develop 3 Customer Success 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. 8+ interactions/hour) and quality (80%+ CSAT) targets
- 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 top tier service standards and procedures
- Maintain quality assurance processes and conduct case reviews
- Coordinate with offshore tier 1/2 teams to optimize escalation pathways
- Report performance metrics and insights to senior leadership
- Partner with UK commercial teams 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 FCA 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
Salary benchmarks
Our take
Founded in 1974 by Stuart Wheeler as a UK-based spread betting company for gold, IG Group, abbreviated from Investors Gold Index, was initially set up to allow people to speculate and trade on the price change of gold without owning physical gold. And in the year 2000, it was listed on the London Stock Exchange and its gradual evolution into the world of fintech began.
By 2011, the company had played a part in numerous international buyouts before narrowing its focus down to financial wagers. During the latter half of that decade, IG shut down its binary options trading platform and focused instead on building an investment portfolio with partner BlackRock Investments, all whilst maintaining its Forex and CFD trading processes. Since then, it has become a fast-paced market leader in the investment space.
In recent years, IG Group has developed major platforms for various trading actions and has grown profit and revenue significantly. Alongside this it has acquired a number of companies, including tastytrade and Freetrade, and launched its own crypto product, making it the first UK-listed company to launch crypto trading to retail investors. This further proves how much of a staple IG Group is in the world of financial trading.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Company benefits
- Matched giving for your fundraising activity
- Performance-related bonuses
- Pension, insurance and medical plans
- Career-focused technical and leadership training in class and online, including unlimited access to the LinkedIn Learning platform
- Contribution to gym memberships and more
- A day off on your birthday
- Two days’ volunteering leave per year
- Best-in-class shift allowance
- Out-of-hours transport entitlement
Company values
- Lead and inspire
- Think big
- Champion the client
- Deliver at pace
- Raise the bar
Company HQ
City of London, London, UK
Articles
Leadership
Breon Corcoran
(CEO)Joined IG Group as CEO in January 2024. Prior to this, they were the CEO of WorldRemit and a Non-Executive Director at Tilney Group.
Diversity, Equity & Inclusion at IG Group
- Employee-led LGBTQ+, Women’s, Black and Parents & Carers networks with an annual budget for organising events & projects that foster an open, diverse and inclusive culture.
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