Customer Success Consultant - Trading & Investment page is loaded## Customer Success Consultant - Trading & Investmentlocations: Cannon Street, Londontime type: Full timeposted on: Posted Yesterdayjob requisition id: R\_15621**Job Title**Customer Success Consultant - Trading & Investment**Job Description**Hello, we're IG Group. We are a publicly-traded FTSE250 FinTech company who run mobile, web and desktop platforms that help our clients trade stocks & shares, leveraged products, Futures & Options and Crypto.We are ambitious. Over 340,000 people already use our platforms. We're global with offices in 18 countries and products in 16 regions. We're hungry to move faster, ship better product for our customers and grow our user base. We believe in high autonomy, and we want people who are looking to do things differently in order to create better experiences for our customers.We work in cross-functional teams and are laser focused on increasing the number of active clients we serve to drive sustainable growth.# **Your role in the Team's Success**Deliver exceptional customer service as part of IG Group's top tier support team, providing premium digital-first support to high-value UK clients and handling complex escalations.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.# **What you'll do**Service Delivery* Deliver digital-first support via Intercom while offering selective callback services for high-value clients* Handle inbound phone support for vulnerable customers and accessibility requirements* 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 teamsClient 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 UK 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# **What you'll need for this role*** Proven track record in customer service excellence* 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 (experience advantageous)### Bonus if you have:* Previous experience with financial products, derivatives, or trading platforms* Experience working in fast-paced, target-driven environments* Knowledge of UK financial regulations and consumer rights* Previous tier 2/3 support experience# **How we work**We try to take a thoughtful approach to our ways of working as a company. 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:** 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 feedbackWe 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, that's why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach .# **The Perks**Your growth fuels our success! Thrive with tailored development programs, 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.* Flexible Benefits Package on top of your salary (12%)* Private medical cover* Life insurance* Contribution to gym memberships* 25 Days holiday, with 1 additional day off to celebrate your Birthday & 2 additional days off a year for voluntary work (28 in total)* The option to buy or sell holiday days.* Unlimited access to the LinkedIn Learning Platform* A comprehensive global and local onboarding process* Employee-led LGBTQ+, Women’s, Black and Parents & Carers networks with an annual budget for organising events & projects that foster an open, diverse and inclusive culture* Option to participate and create ESG initiatives based on the IG Brighter Future Fund* Enhanced primary (maternity), secondary (paternity), and shared parental pay and leave, as well as a range of support and benefits for parentsLearn more about the Perks !**Join us for this exciting journey. Apply now!****Number of openings**1
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