Customer Experience Associate

About the Role

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m customers and handling billions of dollars in transactions. As a Customer Experience Associate, you will help deliver world-class and industry-leading trading support to our global client base.

Your role in the Team's Success

• Deliver exceptional customer service as part of IG Group's customer support team.
• Provide digital-first support to global customers and handle 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.

What You'll Do

• Deliver multi-channel support across calls, live chats, and emails (via Intercom and our telephony platform), handling a range of query types.
• Work on a 5-day rotational shift schedule.
• Achieve high productivity and quality targets, maintaining 80%+ 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, taking full ownership of each interaction and query.
• 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 across voice and written 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.
• Flexibility and adaptability to work effectively across rotational shifts.
• Collaborative approach while maintaining individual productivity.
• Continuous improvement mindset.
• Technical Excellence
• Strong numerical aptitude and attention to detail.
• Analytical mindset with a 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 a demonstrated ability to handle complex, sensitive issues.
• Genuine passion for customer service excellence.
• Strong communication skills across voice and written channels, with the ability to adapt tone and clarity to the customer and the medium.
• Strong numerical and reasoning aptitude, with the ability to interpret data and grasp new concepts quickly.
• Willingness and availability to work rotational shifts, including evenings, weekends and public holidays as part of a 24/7 support operation.
• 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 in a multi-channel contact centre or fast-paced support environment.