Customer Experience Specialist - Trading & Investment

Job Title

Customer Experience Specialist - Trading & Investment

Job Description

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So, who are we? (DO NOT CHANGE)

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.

Role Purpose

Deliver exceptional customer service as part of IG Group's top tier support team, providing premium support to high-value customers, handling complex escalations across multiple channels. Work within a small, high-performing team to resolve sophisticated queries, manage disputes, and ensure superior customer outcomes while maintaining productivity and quality standards that exceed industry benchmarks.

Key Accountabilities

Service Delivery

• Deliver multi-channel support via Intercom and Genesys for high-value customers and those requiring additional assistance (for example vulnerable customers or those with accessibility requirements)
• Handle inbound queries alongside proactive outbound communications to support both our global servicing teams as well as divisional commercial goals
• Achieve high productivity and quality targets, with 80%+ CSAT scores consistently
• Handle complex escalations from offshore teams, resolving sophisticated trading and account queries
• Manage long-standing cases requiring deep investigation and stakeholder coordination
• Process complaints and disputes as appropriate with compliance teams

Client Management

• Provide expert-level support across IG Group’s product suite and trading platforms
• Offer trade assistance and execution, P&L analysis, and margin calculations for sophisticated clients
• Ensure first-time resolution wherever possible, and take full ownership of each interaction and query for the best customer outcomes
• Champion customer experience and advocate for process improvements

Collaboration and Development

• Align with local commercial teams to ensure deep local market understanding
• Participate in local customer campaigns and contribute to team knowledge sharing
• Contribute to training materials and process documentation
• Support international projects as assigned

Core Competencies

Customer Focus

• Genuine passion for customer service excellence
• Empathy and emotional intelligence in customer interactions
• Ability to de-escalate difficult situations professionally
• Drive to achieve positive customer outcomes

Professional Standards

• Self-motivated with high personal accountability
• Resilient under pressure with strong time management
• Collaborative approach while maintaining individual productivity
• Continuous improvement mindset

Technical Excellence

• Strong numerical aptitude and attention to detail
• Analytical mindset with problem-solving orientation
• Ability to master complex financial products and trading concepts rapidly
• Digital proficiency across multiple platforms and systems

Experience and Skills

Essential

• Proven track record in customer service excellence: minimum 4-5 year’s relevant customer-facing experience
• Demonstrated ability to handle complex, sensitive customer issues
• Strong communication skills across digital and phone channels
• Proactive, collaborative and curious
• Excellent problem solving skills
• Fluency in English (written and verbal)
• Interest in financial markets and trading/investing

Desirable

• Previous experience with financial products, derivatives, or trading platforms
• Experience working in fast-paced, target-driven environments
• Knowledge of local financial regulations and consumer rights
• Previous top tier support experience

How we work (DO NOT CHANGE)

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 feedback

We 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 here.

The Perks (DO NOT CHANGE)

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.

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Learn more about the Perks here!

Join us for this exciting journey. Apply now!

Number of openings

1