At LSEG, we are delivering a seamless, consistent, and reliable customer experience across global operations. This role supports order management and fulfillment activities, ensuring customer requests are handled accurately, efficiently, and within defined service level agreements (SLAs). The position plays a key role in maintaining high service standards and delivering consistent customer outcomes. This role sits within the Order Management team and is responsible for handling customer requests from initiation through to resolution. The role requires close collaboration with Customer Service, Sales, Billing, and Operations teams to effectively address queries and ensure smooth execution of processes. The scope of the role includes handling both routine and complex requests, including critical issues, while building strong knowledge of internal systems, tools, and workflows. The role gives to delivering consistent, high-quality outcomes, aligned with LSEG’s service standards and operational excellence.

Key Responsibilities and Accountabilities:

• Manage end-to-end customer requests related to billing, account management, and order fulfillment, ensuring accurate and timely resolution
• Collaborate with cross-functional collaborators to determine appropriate solutions and progress cases to closure within agreed timelines
• Handle complex requests and escalation, coordinating with relevant teams to achieve effective outcomes.
• Maintain clear, professional communication with customers and internal teams, ensuring all updates and actions are accurately documented in systems.
• Follow established processes, controls, and documentation standards to ensure compliance and operational consistency.
• Provide support across global regions, including AMERS, as part of a global service delivery model •Find opportunitiess for process improvements, reduce recurring issues, and contribute to overall operational efficiency
• Uphold quality and service standards through strong attention to detail, accountability, and consistent execution

Responsibilities:

• Demonstrate excellent written communication skills by managing customer interactions through clear, professional, and customer-focused email communication
• Prepare, review, and draft customer responses, internal communications, knowledge articles, and process documentation with a high level of accuracy and consistency
• Handle inbound and outbound customer calls, including support for AMERS clients, ensuring timely resolutions and a positive customer experience
• Apply sound judgment and decision-making skills to assess customer requests, prioritize workload based on urgency and impact, and manage multiple tasks effectively
• Collaborate effectively with global cross-functional teams, ensuring seamless resolution of customer queries and maintaining strong stakeholder relationships
• Demonstrate flexibility and adaptability to support changing business priorities, including shifts, cross-training, and additional operational responsibilities as required

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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