Consumer Services Assistant

RELX; Cardiff; Presencial; GBP 22.000 - 32.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Country-specific benefits

Descripción de la vacante

LexisNexis Risk Solutions is seeking a Consumer Support Adviser to manage consumer enquiries, requests, and cases through resolution. The role emphasizes accuracy, collaboration, and adherence to service levels while delivering a positive customer experience.

You will log, track, and respond to consumer rights requests, maintain documentation, and work both independently and as part of a team in a regulated services environment. Strong attention to detail and empathy are essential.

Formación

• Excellent customer service and admin skills.
• Experience in KPI/SLA driven environment.
• Experience in Regulated Services industry.
• Ability to work independently and in a team.
• Proficient in MS Windows and Microsoft Office.
• Understanding of GDPR.
• Empathy to understand consumer needs.

Responsabilidades

• Manage enquiries, requests, and cases through to resolution.
• Collaborate with colleagues to ensure accurate handling of consumer rights requests.
• Maintain and update internal documentation and logs.
• Track responses within SLA targets and KPIs.
• Communicate clearly and timely with consumers and colleagues.
• Support data-related enquiries and corrections as needed.

Conocimientos

Customer service

Admin skills

KPI/SLA driven

GDPR knowledge

Empathy

Attention to detail

Herramientas

Microsoft Office

Descripción del empleo

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.

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.

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.

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