Customer Experience Specialist – Trading & Investment

Overview

In this role you will deliver exceptional, multi-channel support to high-value clients within IG Group’s leading customer service team. You’ll resolve complex trading and account queries, manage disputes, and drive positive outcomes while maintaining quality standards. You’ll work closely with local and global teams to support commercial goals and continuously improve processes. The role offers exposure to financial products and a fast-paced, collaborative environment with a clear impact on customer experience.

Pay / Benefits

• Competitive salary
• Flexible Benefits Package on top of your salary (12%)
• Private medical cover for you and your family
• Life insurance
• 25 Days holiday, with birthday and volunteering days
• LinkedIn Learning Platform access

Responsibilities

• Deliver multi-channel support via Intercom and Genesys for high-value customers and those needing extra assistance
• Handle inbound queries and proactive outbound outreach to support global servicing and divisional goals
• Achieve 80%+ CSAT targets with high productivity and quality
• Manage complex escalations from offshore teams and complex trading/account queries
• Oversee long-standing cases requiring deep investigation and stakeholder coordination
• Process complaints and disputes in collaboration with compliance teams
• Provide expert-level support across IG Group’s product suite and trading platforms
• Offer trade assistance, P&L analysis, and margin calculations for sophisticated clients
• Aim for first-time resolution and take ownership of each interaction
• Champion customer experience and advocate for process improvements
• Align with local commercial teams for market understanding
• Contribute to training materials and knowledge sharing
• Support international projects as assigned

Key requirements

• Proven track record in customer service excellence: 4–5 years of relevant experience
• Ability to handle complex, sensitive customer issues
• Strong communication skills across digital and phone channels
• Proactive, collaborative and curious mindset
• Excellent problem-solving skills
• Fluency in English (written and verbal)
• Interest in financial markets and trading/investing

• Empathy and emotional intelligence
• De-escalation under pressure
• Accountability and self-motivation
• Strong numerical aptitude and attention to detail
• Analytical mindset with problem-solving orientation
• Ability to master complex financial products and trading concepts rapidly

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