Consumer Services Assistant

RELX INC; Cardiff; On-site; GBP 22,000 - 32,000; Full time

Job summary

RELX INC in Cardiff is seeking a Consumer Support Adviser to manage enquiries and cases from logging through to resolution, ensuring accuracy and timely responses within agreed service levels. You will contribute to a positive customer experience in a collaborative, KPI-driven environment.

You will handle consumer rights requests, track progress, maintain documentation, and communicate updates clearly to stakeholders, applying GDPR awareness and attention to detail in every interaction.

Qualifications

• Strong customer service and admin skills with relationship-building passion.
• Experienced in KPI/SLA driven environments.
• Experience in Regulated Services industry.
• Able to work independently and in a team.
• Proficient with MS Windows and Office applications.
• Understanding of GDPR requirements.
• Empathetic approach to understand customer needs and provide solutions.
• Strong written communication skills.

Responsibilities

• Log, track, and progress internal and external cases within relevant SLAs and KPIs.
• Create, maintain, and update internal documentation.
• Ensure tickets are resolved within SLA and to customer satisfaction.
• Track and respond to consumer rights requests within SLA, including Subject Access Requests.
• Investigate and resolve data enquiries.
• Apply Notices of Corrections as needed.
• Provide timely, accurate communications about service issues to the business and colleagues.
• Perform any other tasks as assigned.

Skills

Customer service

Admin skills

KPI/SLA driven

Empathy

Attention to detail

Communication

Tools

MS Windows

Office suite

Job description

Cardiff

Full time

R117184

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 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

We 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.

USA Job Seekers:

EEO Know Your Rights.

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.

RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.

Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.

Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.