Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Deliver exceptional customer service and resolve complex queries for high-value clients.
- Company: Join IG Group, a leading global FinTech company with a collaborative culture.
- Benefits: Enjoy flexible benefits, private medical cover, and 28 days holiday including your birthday.
- Why this job: Be part of a top-tier support team and make a real impact on customer experiences.
- Qualifications: 4-5 years in customer service, strong communication skills, and a passion for financial markets.
- Other info: Hybrid working model with opportunities for personal growth and community involvement.
The predicted salary is between 36000 - 60000 £ per year.
So, who are we? 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.
What you’ll do
- 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 you will need for this role
- Essential
- Proven track record in customer service excellence: minimum 4-5 years 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
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.
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.
- Flexible Benefits Package on top of your salary (12%).
- Private medical cover options.
- Life insurance.
- 25 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 and sell holidays.
- Unlimited access to the LinkedIn Learning Platform.
- Employee-led LGBTQ+, Women's, Black and Parents & Carers networks with an annual budget for organising events & projects that foster an open, diverse and inclusive culture.
- Enhanced primary (maternity), secondary (paternity), and shared parental pay and leave, as well as a range of support and benefits for parents.
- Enhanced carers leave offering.
Join us for this exciting journey. Apply now.
Customer Experience Specialist in London employer: IG Group
Contact Detail:
IG Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Specialist in London
✨Tip Number 1
Get to know the company inside out! Research IG Group's values, products, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with high-value customers, it's crucial to articulate your thoughts clearly and confidently. Role-play common customer scenarios with a friend to sharpen your responses.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips and might even refer you internally, which can give you a leg up in the hiring process.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining IG Group and ready to contribute to their mission.
We think you need these skills to ace Customer Experience Specialist in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Specialist role. Highlight your relevant experience in customer service and any specific skills that match the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Passion: Let your enthusiasm for customer service shine through! Share examples of how you've gone above and beyond for customers in the past. We love candidates who genuinely care about creating exceptional experiences for clients.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and fit for the role.
Apply Through Our Website: Don’t forget to submit your application through our official website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team at IG Group!
How to prepare for a job interview at IG Group
✨Know Your Stuff
Before the interview, make sure you understand IG Group's products and services inside out. Familiarise yourself with trading concepts and financial markets. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've delivered exceptional customer service. Highlight situations where you handled complex issues or escalations, as this is crucial for a Customer Experience Specialist. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Practice Empathy and De-escalation Techniques
Since the role requires handling sensitive customer issues, practice how you would approach difficult conversations. Think about how you can demonstrate empathy and emotional intelligence during the interview. Role-playing with a friend can help you feel more prepared.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your enthusiasm for the role and the company. Inquire about team dynamics, ongoing projects, or how they measure success in customer service. This shows you're not just interested in the job, but also in contributing to the company's goals.