Job Title

Customer Experience Associate

Job Description

So, who are we

Hello, 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.

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 service 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 digital-first support via Intercom across a range of query types, focused on tier 1 support
Achieve high productivity and quality targets, with 85%+ 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 You'll 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)
Undergraduate Degree - Completed
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 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. 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!

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1

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