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