Customer Experience Associate

Job Title Customer Experience Associate Job Description So, who are we? 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. 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   experience   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 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     Ho