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About the Role

Serve as a primary service contact for premium clients, ensuring seamless support while identifying opportunities for client growth and retention. Build lasting client relationships through outstanding service delivery and relationship depth.

Responsibilities

• Serve as primary service contact for your portfolio and respond promptly to client inquiries, issues, and service requests via multiple channels.
• Coordinate with Dealing, Product, and Operations teams to resolve client issues effectively.
• Monitor client health indicators and escalate retention risks to senior Client Executives.
• Maintain accurate, comprehensive client records in CRM with detailed interaction history.
• Contribute to overall team SLA performance and desk coverage excellence.
• Achieve strong personal availability metrics and demonstrate commitment to client accessibility.
• Participate in desk coverage schedule to ensure premium client accessibility during trading hours and peak periods.
• Work collaboratively to achieve team-based service targets and maintain accountability for premium service standards.
• Share best practices and support peers during high-volume periods to maintain service standards.
• Achieve high client satisfaction (CSAT) scores through responsive, professional service.
• Conduct regular check-ins with assigned clients to assess satisfaction and needs.
• Provide market updates, platform guidance, and product education as appropriate.
• Address client concerns promptly and escalate appropriately when needed.
• Build client loyalty through consistent positive interactions and exceptional service experiences.
• Identify cross-selling and upsell opportunities naturally during service interactions.
• Recognise opportunities for product education and expansion aligned to client needs.
• Communicate client growth opportunities to Sales Client Executives for follow-up.
• Generate referrals through exceptional client experience.
• Log opportunities using task-based system for tracking while maintaining service-first approach.

Requirements

• Demonstrable experience in client service, account management, or financial services.
• Understanding of trading products, platforms, and market dynamics.
• Experience working in regulated financial environments (preferred).
• Proficiency with CRM systems and service management tools.
• Strong client-centric mindset and ability to problem-solve.
• Excellent communication skills across phone, email, video, and messaging platforms suitable for high-net-worth client interactions.
• Ability to manage multiple priorities and maintain composure under pressure.
• Commitment to desk coverage and team-based service delivery.
• Commercial awareness: ability to recognise opportunities without compromising service focus.
• Collaborative team player who contributes to collective service excellence.
• Professional demeanour and ability to build credibility with premium clients.

Skills

• Client Service
• Account Management
• Financial Services
• Trading Products
• Trading Platforms
• Market Dynamics
• CRM Systems
• Service Management Tools
• Problem-Solving
• Communication Skills
• Client Interaction
• Priority Management
• Composure Under Pressure
• Teamwork
• Commercial Awareness
• Professional Demeanour

Location

• Hybrid

Work Type

• Hybrid
• Full-time

Experience Level

• Client service experience
• Account management experience
• Financial services experience

Education Level

• Bachelor's degree preferred

Salary/Compensations

• Competitive salary
• Flexible Benefits Package on top of your salary (12%)

Benefits

• Tailored development programs
• Mentoring opportunities with leaders
• Clear career progression
• Network expansion through committees, sports and social clubs
• Extra time off for volunteering and community work
• Private medical cover for you and your family
• 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)
• 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
• Enhanced primary (maternity), secondary (paternity), and shared parental pay and leave, as well as a range of support and benefits for parents
• Option to participate and create ESG initiatives based on IG Brighter Future Fund

About the Company

• IG has been at the centre of retail trading and investment since 1974, operating across five continents, serving over 700,000 clients and handling billions in transactions.
• IG is a FTSE100 fintech that has always operated with innovation.
• The company offers complex problems to solve, the technology and resources to tackle them properly, and scope that is rare in established businesses.

Equal Opportunity

• 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, that’s why we encourage applications from people with diverse backgrounds and experiences to join us on this journey.