Customer Experience Associate

Job Title

Customer Experience Associate

Job Description

So, who are we?

IG has been at the centre of retail trading and investment since 1974, when we helped create the market for financial spread betting. Today, were a FTSE100 fintech operating across five continents, serving over 700,000 clients and handling billions in transactions - built on decades of scale, trust and proof. We didnt pivot to innovation; its how weve 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 well 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, youll help deliver world-class and industry-leading trading support to our global client base. Were looking for people who have a passion for excellent client service and financial markets, and who have an interest in learning more about this exciting field!

Your role in the Teams Success

Deliver exceptional customer service as part of IG Groups 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 Youll Do

• Deliver digital-first support via Intercom across a range of query types, focused on tier 1 support
• Achieve high productivity and quality targets, with 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, and take full ownership of each interaction and query for the best customer outcomes
• 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 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
  
  

What Youll Need For This Role

• Customer-facing experience, especially demonstrated ability to handle complex, sensitive issues
• Genuine passion for customer service excellent
• Strong communication skills particularly written
• 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 environments
  
  

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 clients 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. Were committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, thats 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

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.

Learn more about the Perks here!

Join us for this exciting journey. Apply now!

Number of openings

0

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