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The Service Communications Team (SCT) facilitates and produces real-time incident communications on key service issues affecting customers of Refinitiv. High quality customer communication during service incidents is a key service differentiator provided by Refinitiv, and thus the Service Communications Team plays a significant role in ensuring that communications published to customers are time-critical, concisely explain the incident, its impact and the recovery statuses and actions resulting. The Service Communications Team has a global remit and is accountable for a range of service communication channels.
The team member performs a meaningful role of issuance and update of alerts and other associated communications on all service incidents, planned maintenance and information Alerts across regions. The team member will accountable for the quality of service communications in real-time, including the issuance of Service Alerts, authoring Customer Statements and will also part take in Technical Recovery calls as well as Management Team Meetings for business critical incidents.
The 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. 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
§ Responsible for the day-to-day operational responsibilities including (not limited to) critical issue handling, timely communications through service alerts and drafting customer statements.
§ Responsible for leading self and ensuring that the day to day service level agreements are met.
§ Direct ownership of the creation, distribution, and closure of all Customer Service communications associated with service incidents and range of alert types.
§ Facilitating communications between key operational groups e.g. 1st Level Technical Operations, Content Operations, and customer-facing and business teams on service-impacting incidents.
§ Acting as the Alerting guide during major incidents
§ Author and publish high-quality Customer Statements / Incident Reports
Shifts: Rotational
Reporting to: Global Service Communications Manager
Qualifications
Qualifications & Work Experience
Equivalent working experience in the field of communications
8+ years total work experience with 4+ years in communications
Editing, publishing and authoring experience is a plus.
Skills You'll Use Every Day
Communication Efficiency
Relationship Management
Customer Awareness
Operational Influencing
Forward Thinking
Skills
§ Excellent written and verbal English
§ Authoring and editing ability
§ Analytical skills and ability to draw trends to improve customer experience
§ Ability to respond to situations with an excellent turnaround.
§ Ability to network and maintain collaborator relationships
§ Ability to multitask in a time critical environment
§ Solid understanding of financial data and real-time market data knowledge are an advantage
§ Sophisticated Excel skills preferred
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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