Customer Experience Specialist

Who you are

• Proven track record in customer service excellence: minimum 4-5 year’s relevant customer-facing experience
• Demonstrated ability to handle complex, sensitive customer issues
• Strong communication skills across digital and phone channels
• 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 working in fast-paced, target-driven environments
• Knowledge of local financial regulations and consumer rights
• Previous top tier support experience

What the job involves

• Deliver exceptional customer service as part of IG Group's top tier support team, providing premium support to high-value customers, handling complex escalations across multiple channels
• Work within a small, high-performing team to resolve sophisticated queries, manage disputes, and ensure superior customer outcomes while maintaining productivity and quality standards that exceed industry benchmarks
• Service Delivery
• Deliver multi-channel support via Intercom and Genesys for high-value customers and those requiring additional assistance (for example vulnerable customers or those with accessibility requirements)
• Handle inbound queries alongside proactive outbound communications to support both our global servicing teams as well as divisional commercial goals
• Achieve high productivity and quality targets, with 80%+ CSAT scores consistently
• Handle complex escalations from offshore teams, resolving sophisticated trading and account queries
• Manage long-standing cases requiring deep investigation and stakeholder coordination
• Process complaints and disputes as appropriate with compliance teams
• Client Management
• Provide expert-level support across IG Group’s product suite and trading platforms
• Offer trade assistance and execution, P&L analysis, and margin calculations for sophisticated clients
• Ensure first-time resolution wherever possible, and take full ownership of each interaction and query for the best customer outcomes
• Champion customer experience and advocate for process improvements
• Collaboration and Development
• Align with local commercial teams to ensure deep local market understanding
• Participate in local customer campaigns and contribute to team knowledge sharing
• Contribute to training materials and process documentation
• Support international projects as assigned
• Core Competencies
• Customer Focus
• Genuine passion for customer service excellence
• Empathy and emotional intelligence in customer 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
• Collaborative approach while maintaining individual productivity
• Continuous improvement mindset
• Technical Excellence
• Strong numerical aptitude and attention to detail
• Analytical mindset with problem-solving orientation
• Ability to master complex financial products and trading concepts rapidly
• Digital proficiency across multiple platforms and systems