Senior Client Disputes Specialist

Location: Kraków
We work: Hybrid (3 days from office per week)
Contract of employment: Full-time
Recruitment process: Online
About your future employer:
Our client is an international, innovative organization operating in the financial services sector, focused on delivering world-class trading experiences. The company combines technology, data, and finance to continuously improve its products and customer journey. You will join a dynamic and forward-thinking environment that values curiosity, collaboration, and continuous improvement.

Senior Customer Service Specialist – Financial Markets

We are building a dedicated UK Complaints function and are looking for an experienced Senior Customer Service Specialist – Financial Markets to join the founding team.

This is a senior individual contributor role, where you will handle the most complex and high-risk client cases while helping to define the standards, processes, and quality framework for complaints handling within IG.

You will act as a technical reference point for the team and play a key role in shaping how the function develops as it scales.

Here are some of the things you can look forward to:

• Own and resolve complex, high-risk and escalated complaints to a consistently high standard
• Act as a quality reference point within the team by reviewing cases, identifying issues, and providing coaching where needed
• Support the development, documentation and continuous improvement of complaint handling processes and standards
• Contribute to management information (MI) reporting, identifying trends and themes that drive operational improvement
• Liaise directly with Compliance on regulatory queries, Financial Ombudsman Service (FOS) referrals and FCA DISP requirements
• Support root-cause analysis and provide insights to improve products, processes and customer outcomes
• Assist in onboarding and upskilling new team members as the function grows
• Ensure accurate case management records and contribute to audit readiness across the complaints register

Requirements:

• Experience in complaints handling within regulated financial services
• Deep understanding of FCA complaint handling rules, DISP requirements and FOS processes
• Proven track record of resolving complex, sensitive or contentious cases
• Strong quality assurance mindset with the ability to identify issues and articulate their impact
• Excellent communication skills when engaging with customers, internal stakeholders and Compliance teams
• Experience contributing to process documentation, training or quality frameworks within a complaints function
• Ideally experience in retail investment, trading platforms or leveraged products

Our Client has a lot to offer:

• Opportunity for professional development in an international environment and for increasing your abilities and skills in various areas;
• Great atmosphere and comfortable working conditions;
• Stable job and cooperation with friendly and high qualified team;
• Hybrid model of work, flexible working hours;
• Workation - for 20 days, you can work from anywhere in the world;
• 3 additional days off for celebrate your birthday and voluntary work;
• Office located near city centre;
• Modern working environment (agile spaces, private quiet rooms and breakout areas);
• Competitive salary;
• Annual and performance-related bonuses;
• Private medical cover for you and your family;
• Multikafeteria system;
• Life insurance;
• Unlimited access to learning platform;
• High-standard IT equipment;
• Free parking;
• Annual parties and other social events.

Recruitment proces:

• Short interview with Antal Consultant
• Teams meeting with Hiring Manager
• Employment