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.
Your team
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.
Your role in the Team’s 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 you’ll 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 pro
📌 Customer Experience Team Lead (Bengaluru)
🏢 Ig Group
📍 Bengaluru
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.