Customer Experience Associate

Job Title

Customer Experience Associate

Job Description

So, who are we?

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m customers and handling billions of dollars in transactions – built on 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 

As a Customer Experience Associate, you'll help deliver world-class and industry-leading trading support to our global client base. We're looking for people who have a passion for excellent client experience and financial markets, and who have an interest in learning more about this exciting field! 

Your role in the Team's Success 

Deliver exceptional customer service as part of IG Group's customer support team, providing digital-first support to global customer and handling a range of queries on our products, markets and platforms. Work within a multi-national, high-performing team to deliver an excellent customer experience while maintaining productivity and quality standards that exceed industry benchmarks.   

What you'll do 

• Deliver multi-channel support across calls, live chats and emails (via Intercom and our telephony platform), handling a range of query types 

• Work on a 5-day rotational shift schedule. 

• Achieve high productivity and quality targets, maintaining 80%+ CSAT scores consistently 

• Collaborate with local and global team members across our operations department to ensure seamless customer journeys and fast resolution 

• Understand when to escalate to senior team members to deliver the best outcomes for customers 

• Ensure first-time resolution wherever possible, taking full ownership of each interaction and query 

• Champion customer experience and advocate for process improvements 

• Contribute to training materials and process documentation 

Core Competencies 

Customer Focus 

• Genuine passion for customer service excellence 

• Empathy and emotional intelligence across voice and written 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 

• Flexibility and adaptability to work effectively across rotational shifts 

• Collaborative approach while maintaining individual productivity 

• Continuous improvement mindset 

Technical Excellence 

• Strong numerical aptitude and attention to detail 

• Analytical mindset with a problem-solving orientation 

• Ability to master complex financial products and trading concepts rapidly 

• Digital proficiency across multiple platforms and systems 

What you'll need

• Customer-facing experience, especially a demonstrated ability to handle complex, sensitive issues 

• Genuine passion for customer service excellence 

• Strong communication skills across voice and written channels, with the ability to adapt tone and clarity to the customer and the medium 

• Strong numerical and reasoning aptitude, with the ability to interpret data and grasp new concepts quickly 

• Willingness and availability to work rotational shifts, including evenings, weekends and public holidays as part of a 24/7 support operation 

• 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 in a multi-channel contact centre or fast-paced support environment 

 

The Perks

It really is more than a job. We think like a start-up, but we deliver like a FTSE 100 — so the bar is high, and we won't pretend otherwise. We work hybrid, which means three days in the office. We’ll recognize your talent and make sure that you can still have a life – at work, and outside of it. Networks, committees, awards, sports and social clubs, mentorships, volunteering opportunities, extra time off… the list goes on. 

Join us for this exciting journey. Apply now! 

 

Number of openings

0