Job Description

The key responsibilities of the role include: * Manage a team of customer support professionals across a broad range of products proactively managing customer issues and acting as a point of escalation for your team. * Coach staff to deliver su

The key responsibilities of the role include: Manage a team of customer support professionals across a broad range of products proactively managing customer issues and acting as a point of escalation for your team. Coach staff to deliver superior customer service in line with global customer support guidelines. Maintain and improve the key performance measures of the Customer Support Centre Improve first call resolution results and actively drive more resolution on the initial query Assist the team in providing a memorable and positive customer experience. This will include taking calls during peak periods. Work with your team to reduce the volume and time of outstanding service requests and ensure staff understand and are adhering to procedures. Proactively contribute ideas to the Customer Support management team. Recruitment and selection of staff in line with the Customer Support Competency Framework. Complete monthly call assessments and coaching targets for your team in line with Quality guidelines. Proactively manage performance and coach within the Customer Support Competency Framework. Participate in the performance management & review process facilitating the quarterly, mid year and annual review process. Deliver key projects to improve customer service. Create a Learning culture environment by sharing knowledge with the Customer Support team as a whole and championing learning initiatives At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do. Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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 any mental health or physical disability needs. Please take a moment to read this carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, . If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.