Customer Success Team Lead - Trading & Investment page is loaded## Customer Success Team Lead - Trading & Investmentlocations: Cannon Street, Londontime type: Full timeposted on: Posted Yesterdayjob requisition id: R\_15624**Job Title**Customer Success Team Lead - Trading & Investment**Job Description**Hello, we're IG Group. We are a publicly-traded FTSE250 FinTech company who run mobile, web and desktop platforms that help our clients trade stocks & shares, leveraged products, Futures & Options and Crypto.We are ambitious. Over 340,000 people already use our platforms. We're global with offices in 18 countries and products in 16 regions. We're hungry to move faster, ship better product for our customers and grow our user base. We believe in high autonomy, and we want people who are looking to do things differently in order to create better experiences for our customers.We work in cross-functional teams and are laser focused on increasing the number of active clients we serve to drive sustainable growth.# **Your role in the Team's Success**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.# **What you'll do**### Team Leadership* 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### 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 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### Strategic Collaboration* 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### 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# **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 UK consumer rights and financial regulations* Fluency in English (written and verbal)### Bonus if you have:* 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 effectively and connect with each other. 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 client's needs* **Deliver at pace:** Push for fast, sustainable growth;* **Raise the bar:** Take ownership, be accountable and share feedbackWe believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We're committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that's why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach .# **The Perks**Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.* Flexible Benefits Package on top of your salary (12%)* Private medical cover* Life insurance* Contribution to gym memberships* 25 Days holiday, with 1 additional day off to celebrate your Birthday & 2 additional days off a year for voluntary work (28 in total)* The option to buy or sell holiday days.* Unlimited access to the LinkedIn Learning Platform* A comprehensive global and local onboarding process* 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* Option to participate and create ESG initiatives based on the IG Brighter Future Fund* Enhanced primary (maternity), secondary (paternity), and shared parental pay and leave, as well as a range of support and benefits for parentsLearn more about the Perks !**Join us for this exciting journey. Apply now!****Number of openings**1
#J-18808-Ljbffr