Customer Experience Specialist - Trading & Investment

Job Title Customer Experience Specialist
- Trading & Investment

Job Description 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.

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 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

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:

Essential 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

Previous experience with financial products, derivatives, or trading…