Job Description

Service Communications Team facilitates and produces real-time incident communications on key service issues affecting customers.

The Global Service Communications team works 24/7. Weekends are covered with reduced manning levels and will follow a pattern to ensure each individual in the team covers the weekend in subsequent order.

Please note that given the criticality of Alerts and Customer Statements to customers, all members of the team, including management, would need to fulfill our Business Continuity and Disaster Recovery Plan which may require extended or unsocial working hours.

Key Responsibilities

Direct ownership of the creation, distribution, management, and closure of all Customer Service communications associated with service incidents, maintenance and information (Alerts).

Facilitating communications between key operational groups e.g. 1st Level Technical Operations, Content Operations, and customer-facing and business teams on service-impacting incidents.

Playing the role of a Communications Manager during major incidents, responsible for external communications

Ensures that the internal and external communications associated with the incident are accurate, timely and informative.

Is responsible for the production, accuracy, timeliness and ownership of Incident Reports, following the processes as required and ensuring that the contributory functions provide timely, accurate and valuable information for customer circulation.

Maintains internal and external customer distribution lists for appropriate service communication channels.

Contribute to ongoing Service Improvement Initiatives

Specialist Skills

Excellent written and verbal English

Ability to network and maintain stakeholder relationships

Ability to multitask in a time sensitive environment

Ability to respond to situations with a great sense of urgency

Experience of working with financial data or core infrastructures and real-time market data knowledge are an advantage

Incident management, Problem Management, Alerts and Notifications process experience and familiarity are an advantage

Works on assignments requiring considerable judgment and initiative.

Understands implications of work and makes recommendations for solutions.

Core Competencies

Communication Effectiveness

Relationship Management

Customer Awareness

Operational Influencing

Forward Thinking

Result oriented

Qualifications: Degree level or equivalent working experience in the field of communications

Work Experience: 3+ years experience preferably in communications
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
privacy notice 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,
your rights and how to contact us as a data subject.
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.