Service Communications Specialist

The Service Communications Team (SCT) is responsible for producing real-time incident communications regarding key service issues affecting LSEG customers. Their work is a critical differentiator, ensuring customers receive timely, clear, and concise updates about incidents, impacts, and recovery actions. The team operates globally and manages various service communication channels.

Key Responsibilities

• Operational Duties: Handle day-to-day operations, including escalation management, issuing service alerts, and drafting customer statements.
• Service Level Management: Ensure daily service level agreements are met and lead self in operational excellence.
• Ownership: Create, distribute, and close all customer service communications related to incidents, maintenance, and information alerts.
• Facilitation: Act as a communication bridge between technical operations, content operations, and customer/business teams during service-impacting incidents.
• Expertise: Serve as the alerting expert during major incidents.
• Authoring: Write and publish high-quality customer statements and incident reports.

Work Pattern

• Shifts: Rotational, with 24/7 coverage. Weekend shifts are distributed among team members.
• Business Continuity: All team members, including management, must support business continuity and disaster recovery plans, which may require extended or unsocial hours.

Qualifications & Experience

• Degree or equivalent experience in communications.
• 8+ years total work experience, with at least 4+ years in communications.
• Experience in editing, publishing, and authoring is advantageous.

Core Competencies

• Communication effectiveness
• Relationship management
• Customer awareness
• Operational influencing
• Forward thinking

Skills

• Excellent written and verbal English
• Authoring and editing proficiency
• Analytical skills for trend identification and customer experience improvement
• Urgency in response to situations
• Stakeholder relationship management
• Multitasking in time-sensitive environments
• Knowledge of financial and real-time market data (advantageous)
• Advanced Excel skills (preferred)

Career Stage:

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

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.

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.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

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