Customer Experience Associate - Trading and Investment

Job description

Job Title Customer Experience Associate - Trading and 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 Our Customer Experience team is the first point of contact for clients trading and investing with IG. We are a collaborative, commercially minded team who help clients get the most from our markets and platforms, delivering a service that builds trust and long-term relationships. Your role in the Team's Success You don't need a background in finance to apply, although it is desirable. As a Customer Experience Associate, you will be the voice of IG for our trading and investment clients, supporting them across phone, email, web chat and social media. You will resolve queries quickly and accurately, help clients navigate our products and platforms, and have informed conversations about the financial markets. Your service directly shapes client satisfaction, retention and trading activity. We'll provide on-the-job training and support so you quickly build the knowledge you need, and there are clear development paths into client reactivation and retention, premium client service and dealing roles. What you'll do Provide front-line support to our global client base across phone, email, web chat and social media, answering queries on all of our products and platforms Provide an execution-only phone dealing service, following relevant training and support Investigate and resolve trade disputes fairly and efficiently Support clients with technical queries on our front-end platforms and chart packages Proactively engage clients in conversations about the financial markets and our latest innovations Carry out audit checks and client administration tasks to a high standard of accuracy What You'll Need A degree-level education (or similar experience) Fluency in English, both written and spoken A genuine interest in the financial markets Excellent interpersonal and communication skills, with confidence in basic maths, particularly mental arithmetic Strong attention to detail and literacy in MS Office A sales or client-facing background would be a distinct advantage, but is not a requirement How we work We take a thoughtful approach to our ways of working. We follow a hybrid working model with 3 days in the office, which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction: Lead and Inspire: Drive trust, alignment and enthusiasm Think Big: Focus on the problems that most impact commercial outcomes Champion the client: Understand and prioritise clients' needs Deliver at pace: Push for fast, sustainable growth Raise the bar: Take ownership, be accountable and share feedback We believe that diversity is vital to success: it fuels creativity, drives innovation and sets us up for global success. We're committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, so we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here. The perks Your growth fuels our success! Thrive with tailored development programmes, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work. Competitive salary Flexible and hybrid working Private health insurance allowance Fitness/Wellbeing allowance Life, disability and income protection insurance offered though default superannuation provider Novated car lease scheme Employee Share Incentive Plan Staff share trading account with preferential rates Enhanced parental leave Employee Assistance Programme Local onboarding programme Employee discounts Number of openings 1