Customer Experience Associate - Trading and Investment

IG Group; Melbourne; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Tailored development programmes

Mentoring opportunities with leaders

Flexible and hybrid working

Private health insurance allowance

Novated car lease scheme

Employee Share Incentive Plan

Staff share trading account with pref.

Job summary

IG Group in Melbourne is seeking a Customer Experience Associate to support trading and investment clients across phone, email, chat and social media. You will resolve queries, navigate platforms, and discuss markets with informed conversations.

You need a degree or equivalent experience, fluent English, and strong communication. A hybrid 3-day office pattern supports collaboration and career development.

Qualifications

• Fluency in English, written and spoken.
• Degree-level education or equivalent experience.
• Strong interpersonal and communication skills, attention to detail.

Responsibilities

• Provide frontline support via phone, email, web chat and social media.
• Offer execution-only phone dealing service after training.
• Investigate and resolve trade disputes fairly and efficiently.
• Assist clients with front-end platforms and chart packages.
• Engage clients about markets and IG innovations; perform audits with accuracy.

Skills

Fluent English

Degree-level education

Interpersonal communication

Maths/digital literacy

Sales/client-facing background

Education

Bachelor-level degree or equivalent experience

Tools

MS Office

Job description

Job TitleCustomer Experience Associate - Trading and InvestmentJob DescriptionSo, 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 TeamOur 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 SuccessYou 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 doProvide front-line support to our global client base across phone, email, web chat and social media, answering queries on all of our products and platformsProvide an execution-only phone dealing service, following relevant training and supportInvestigate and resolve trade disputes fairly and efficientlySupport clients with technical queries on our front-end platforms and chart packagesProactively engage clients in conversations about the financial markets and our latest innovationsCarry out audit checks and client administration tasks to a high standard of accuracyWhat You'll NeedA degree-level education (or similar experience)Fluency in English, both written and spokenA genuine interest in the financial marketsExcellent interpersonal and communication skills, with confidence in basic maths, particularly mental arithmeticStrong attention to detail and literacy in MS OfficeA sales or client-facing background would be a distinct advantage, but is not a requirementHow we workWe 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 enthusiasmThink Big: Focus on the problems that most impact commercial outcomesChampion the client: Understand and prioritise clients' needsDeliver at pace: Push for fast, sustainable growthRaise 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, so we encourage applications from people with diverse backgrounds and experiences to join us on this journey.The perksYour 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 salaryFlexible and hybrid workingPrivate health insurance allowanceFitness/Wellbeing allowanceLife, disability and income protection insurance offered though default superannuation providerNovated car lease schemeEmployee Share Incentive PlanStaff share trading account with preferential ratesEnhanced parental leaveEmployee Assistance ProgrammeLocal onboarding programmeEmployee discountsNumber of openings1