Order Fulfillment provides a global support 24/5 entry point for all customers and employees seeking LSEG product entitlement prioritizing accessibility and connectivity to LSEG's breadth of expertise, to deliver an elite service experience. Order Fulfillment delivers all aspects of product entitlement for Hosted and Feed, Thomson One & Datastream and Global Dealing.
Role Responsibilities:
- To consistently enhance customer experience through improving timeliness in service delivery by meeting the guaranteed average turnaround time, based on agreed product/process guidelines and reducing resolution time with 98.5% average quality (may include implementation of Service Level Agreement).
- To mail, speak and be compatible with functions (Customer Service, Order Administration, Sales, segments, cross functional teams, regional partners) to expedite the resolution.
- To consistently meet average efficiency targets on transactions daily.
- To handle simple and sophisticated requests, products, systems and accounts with sophisticated knowledge of process and systems.
- To display strong process and system knowledge to independently resolve difficult requests and critical issues.
- Analyse data and reports related to transactions.
- Troubleshoot and resolve queries and issues.
- Display proficiency and knowledge to handle complex requests and build better understanding of business, upstream and downstream processes.
Qualifications:
- Authority understanding of relevant products and data. Understanding of client needs. Focus on delivering results.
- Detail orientated with sound information probing skills.
- Well-developed analytical skills with that can problem take on and develop solutions.
- University qualified in a field relating to the finance sector, business or management.
- Experience in a customer service.
- Ability to communicate and engage successfully, verbally and in writing, in English and any other designated languages with customers and colleagues.
- The ability to learn and become specialists in products and develop a sound understanding of the financial markets they serve.
- Willingness to undertake additional projects and responsibilities from time to time.
- Flexibility with work times including rotational shift work
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.
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.
