Address Client Service Communication is responsible for to build and support communication framework for all service events (planned/unplanned) to customers. The role requires close collaboration and coordination with internal patterns across the organisation
The principle goal is to ensure LSEG customers have timely and relevant information that helps in making informed decision.
Responsibilities:
- Owns the customer communications framework, defines standards and channel strategy
- Responsible for all customer Service Communications related to outages, disruptions, change and planned maintenance events
- Design a quality framework and implement.
- Run continuous quality audits on service alerts and incident reports
- Report, Investigate and drive improvements on the back of quality audits.
- Coordinates and gains approval with key stakeholders (e.g. Corporate Communications, Legal, Technology, Proposition) for communication production and execution
- Actions and governs the Service Cloud Hot Topic process
- Actions and governs the Incident Report (customer statement process)
- Manage change risk and ensure customer service risks are mitigated / implement corrective actions
- Effective management of communication of planned, and emergency change to customers and stakeholders
- Contribute to process and system improvements, enhancements and opportunities to automate workflow
- Ensures timely and accurate client communications during an incident
- Identify & pursue opportunities for continuous improvement
- Manage group of highly skilled people and coach them to delivery customer focused outcome
Requirements and Qualifications:
- Strong communication skills, oral and written in English
- Ability to influence others and work as part of a wider, connected team
- Strong analytic and decision-making abilities
- Ability to work under pressure, to short deadlines and be an effective team player
- Self-managed, self-motivated to deliver excellent service
- Proven experience and ability to problem solve
- Ability to identify and drive improvements that innovate and automate processes
- Customer-focused
- Experience with industry standard service management tools e.g. ServiceNow, Salesforce
- Proven experience with Cloud based change activity an advantage
- Excellent knowledge of MS Office
- Excellent listening skills
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.
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