Customer Experience Specialist - Trading & Investment in City of London

Customer Experience Specialist - Trading & Investment

So, 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.

Team 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 do

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




• 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’ll Need

Essential Requirements

• 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 Requirements

• 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

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!

Benefits

• Competitive salary




• Flexible Benefits Package on top of your salary (12%)




• Private medical cover for you and your family




• Life insurance




• Contribution to gym memberships




• 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 or sell holiday days




• Unlimited access to the LinkedIn Learning Platform




• A comprehensive global and local onboarding process




• 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




• Option to participate and create ESG initiatives based on IG Brighter Future Fund




• Enhanced primary (maternity), secondary (paternity), and shared parental pay and leave, as well as a range of support and benefits for parents




• Study package to support completion of the CGI qualification (if part qualified).

Join us for this exciting journey.

Looking for a career at a company that will support you, challenge you and help you grow? IG Group can provide that. 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.

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