Consumer Services Assistant

LexisNexis Special Services Inc.; Cardiff; Hybride; GBP 22 000 - 26 000; Plein temps

Résumé du poste

LexisNexis Special Services Inc. in Cardiff seeks a Consumer Support Adviser to manage consumer rights inquiries and cases through resolution.

You will log, track and respond to requests within SLA/KPI targets, maintain internal documentation, and ensure clear communications with customers while upholding data protection standards. The role blends independent work with team collaboration in a regulated services setting.

Qualifications

• Excellent customer service and admin skills with relationship focus.
• Experience in a KPI/SLA driven environment.
• Experience in Regulated Services industry.
• Able to work independently and in a team.
• Windows OS and Office applications proficiency.
• Understanding of GDPR requirements.
• Empathetic approach to understanding customer needs.
• Strong attention to detail and written communication.

Responsabilités

• Log, track and progress internal and external cases within SLA/KPI.
• Create, maintain, and update internal documentation.
• Ensure tickets are resolved within SLA.
• Track and respond to consumer rights requests (e.g., Subject Access Requests).
• Provide timely, accurate communications about Service Operations issues.
• Perform any other tasks as assigned.

Connaissances

Customer service

Admin skills

KPI/SLA

GDPR

Windows OS

Communication

Outils

MS Windows

Description du poste

## Consumer Services AssistantApply: Cardiff: Full time: Posted Today: R117184Are 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 Business**LexisNexis 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 Role**As 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. **Responsibilities*** Managing the logging, tracking and progress of internal and external cases within relevant SLA’s and KPI’s* Creating, maintaining, and updating appropriate internal documentation* Ensuring the tickets are worked through to satisfactory conclusion and within SLA* Track and respond to consumer rights related requests within specific SLAs, such as: + Subject Access Requests + Investigating and resolving data enquiries + Applying Notice of Corrections* Providing timely, accurate and effective communications around Service Operation issues to the business as well as colleagues* Perform any other tasks assigned **Requirements*** Great customer service and admin skills and a passion for developing and maintaining relationships* Used to working in a KPI/SLA driven environment* Experience within Regulated Services industry* Able to work independently and in a team environment* MS Windows operating systems and office applications* Understanding of GDPR requirements* The empathy to put yourself in the consumers' shoes, asking the questions needed to understand how we can help* Strong attention to detail and communication skills to produce written correspondence as required