Customer Experience Associate

Description

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.

Core Competencies

• Genuine passion for customer service excellence

Your team

• Empathy and emotional intelligence across voice and written 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

• Flexibility and adaptability to work effectively across rotational shifts

• Collaborative approach while maintaining individual productivity

• Continuous improvement mindset

• 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

How we work

• 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

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

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

• Previous experience with financial products, derivatives, or trading platforms

• Experience in a multi-channel contact centre or fast-paced support environment