Consumer Services Assistant

RELX Group; Cardiff; Sur place; GBP 20 000 - 28 000; Plein temps

Résumé du poste

LexisNexis Risk Solutions in Cardiff is seeking a Consumer Support Adviser to manage consumer rights enquiries from logging to resolution. You will work closely with colleagues to ensure requests are handled accurately, efficiently and within agreed service levels, delivering a positive customer experience.

Key duties include tracking cases against SLAs and KPIs, maintaining internal documentation, handling Subject Access Requests, data enquiries and notices of corrections, and communicating

Qualifications

• Customer service and admin experience is required.
• Experience in a KPI/SLA driven environment is essential.
• Experience in Regulated Services industry is preferred.
• Knowledge of GDPR requirements is important.
• Strong written and verbal communication skills are needed.

Responsabilités

• Log, track and progress cases within relevant SLA and KPI targets.
• Create, maintain and update internal documentation.
• Ensure tickets are resolved satisfactorily within SLAs.
• Respond to consumer rights requests within set SLAs (e.g., Subject Access Requests).
• Investigate and resolve data enquiries and apply corrections as needed.
• Provide timely, accurate communications to the business and colleagues.

Connaissances

Customer service

Administrative skills

KPI/SLA driven

Independent and team work

MS Windows & Office

GDPR understanding

Empathy

Attention to detail

Communication skills

Outils

MS Windows

Office applications

Description du poste

Are you passionate about delivering exceptional support and helping people navigate complex data and consumer rights enquiries?Do you enjoy working in a collaborative, KPI-driven environment where attention to detail, empathy and problem-solving make a real difference?About the BusinessLexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at https://risk.lexisnexis.com/About the RoleAs a Consumer Support Adviser, you will play an important role in supporting consumers by managing enquiries, requests, and cases through to resolution. Working collaboratively with colleagues and stakeholders, you will help ensure consumer rights requests are handled accurately, efficiently, and within agreed service levels while delivering a positive customer experience.ResponsibilitiesManaging the logging, tracking and progress of internal and external cases within relevant SLA’s and KPI’sCreating, maintaining, and updating appropriate internal documentationEnsuring the tickets are worked through to satisfactory conclusion and within SLATrack and respond to consumer rights related requests within specific SLAs, such as:Subject Access RequestsInvestigating and resolving data enquiriesApplying Notice of CorrectionsProviding timely, accurate and effective communications around Service Operation issues to the business as well as colleaguesPerform any other tasks assignedRequirementsGreat customer service and admin skills and a passion for developing and maintaining relationshipsUsed to working in a KPI/SLA driven environmentExperience within Regulated Services industryAble to work independently and in a team environmentMS Windows operating systems and office applicationsUnderstanding of GDPR requirementsThe empathy to put yourself in the consumers' shoes, asking the questions needed to understand how we can helpStrong attention to detail and communication skills to produce written correspondence as requiredWe know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here .Please read our Candidate Privacy Policy .We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.USA Job Seekers:EEO Know Your Rights .