Customer Experience Specialist - Trading & Investment

Job TitleCustomer Experience Specialist - Trading & InvestmentJob DescriptionSo, who are we?IG Group is a FTSE 100 fintech operating across five continents, serving over 1.4m 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: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. Your role in the Team’s Success: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.What you’ll doService DeliveryDeliver 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 goalsAchieve high productivity and quality targets, with 80%+ CSAT scores consistentlyHandle complex escalations from offshore teams, resolving sophisticated trading and account queriesManage long-standing cases requiring deep investigation and stakeholder coordinationProcess complaints and disputes as appropriate with compliance teamsClient ManagementProvide expert-level support across IG Group’s product suite and trading platformsOffer trade assistance and execution, P&L analysis, and margin calculations for sophisticated clientsEnsure first-time resolution wherever possible, and take full ownership of each interaction and query for the best customer outcomesChampion customer experience and advocate for process improvementsCollaboration and DevelopmentAlign with local commercial teams to ensure deep local market understandingParticipate in local customer campaigns and contribute to team knowledge sharingContribute to training materials and process documentationSupport international projects as assignedCore CompetenciesCustomer FocusGenuine passion for customer service excellenceEmpathy and emotional intelligence in customer interactionsAbility to de-escalate difficult situations professionallyDrive to achieve positive customer outcomesProfessional StandardsSelf-motivated with high personal accountabilityResilient under pressure with strong time managementCollaborative approach while maintaining individual productivityContinuous improvement mindsetTechnical ExcellenceStrong numerical aptitude and attention to detailAnalytical mindset with problem-solving orientationAbility to master complex financial products and trading concepts rapidlyDigital proficiency across multiple platforms and systemsWhat You'll Need:EssentialProven track record in customer service excellence: minimum 4-5 year’s relevant customer-facing experienceDemonstrated ability to handle complex, sensitive customer issuesStrong communication skills across digital and phone channelsProactive, collaborative and curiousExcellent problem solving skillsFluency in English (written and verbal)Interest in financial markets and trading/investingDesirablePrevious experience with financial products, derivatives, or trading platformsExperience working in fast-paced, target-driven environmentsKnowledge of local financial regulations and consumer rightsPrevious top tier support experienceThe 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 recognise 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.Learn more about the Perks here!BenefitsCompetitive salaryFlexible Benefits Package on top of your salary (12%)Private medical cover for you and your familyLife insuranceContribution to gym memberships25 Days holiday, with 1 additional day off to celebrate your Birthday & 2 additional days off a year for voluntary work (28 in total)The option to buy or sell holiday days Unlimited access to the LinkedIn Learning PlatformA comprehensive global and local onboarding processEmployee-led LGBTQ+, Women’s, Black and Parents & Carers networks with an annual budget for organising events & projects that foster an open, diverse and inclusive cultureOption to participate and create ESG initiatives based on IG Brighter Future FundEnhanced primary (maternity), secondary (paternity), and shared parental pay and leave, as well as a range of support and benefits for parentsStudy package to support completion of the CGI qualification (if part qualified).Join us for this exciting journey. Apply now!Number of openings1SummaryLocation: City of London - United KingdomType: Full time

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