Consumer Services Assistant, LexisNexis Risk Solutions (Hybrid)

ENGINEERINGUK; Cardiff; Hybrid; GBP 22,000 - 35,000; Full time

Job description

You will need to login before you can apply for a job.

Consumer Services Assistant, LexisNexis Risk Solutions (Hybrid)

Employer: LexisNexis Risk Solutions
Location: Cardiff, Vale of Glamorgan, United Kingdom
Salary: Competitive
Closing date: 11 Apr 2025

Sector: Audit, Project and Program Management
Role: Assistant
Contract Type: Permanent
Hours: Full Time

About LexisNexis Risk Solutions
LexisNexis Risk Solutions is a trusted partner in risk assessment, offering solutions that help businesses drive revenue growth, maximize operational efficiencies, and improve customer experience. We address challenges in Anti-Money Laundering, Identity Authentication & Verification, Fraud and Credit Risk mitigation, and Customer Data Management.

About Our Team
Our Cardiff-based team provides consumer support for Crediva, Consumer Rights, and UK Insurance. As the first point of contact for our customers, we manage data queries and requests under GDPR, ensuring all queries are ticketed, investigated, and escalated as needed.

About the Role
As a Consumer Support Advisor, you will be an essential member of our team, working with diverse technologies and disciplines in a friendly environment.

Responsibilities

• Deliver excellent service across various customer channels (telephony, email, live chat).
• Manage the lifecycle of all requests, ensuring satisfactory resolution within SLA.
• Collaborate with colleagues and act as a liaison to ensure necessary actions are taken and updates provided.
• Develop detailed process and procedural documentation.
• Acquire product knowledge to understand how our customers use our products and services.
• Proactively identify process and procedure improvements.
• Build strong relationships with other business units and teams.

Requirements

• Excellent customer service skills and a passion for relationship building.
• Strong communication skills, both written and verbal.
• Attention to detail and strong problem-solving abilities.
• Experience working towards targets and meeting strict deadlines.
• Understanding of GDPR obligations and other regulatory requirements.
• Strong organizational skills.
• Ability to stay calm under pressure and demonstrate empathy.
• Experience in the Regulated Services industry.
• Previous administrative role experience.
• Familiarity with task management tools such as JIRA.
• Experience handling and resolving escalated support queries.