Consumer Support Analyst

LexisNexis Risk Solutions; Cardiff; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

LexisNexis Risk Solutions in Cardiff is seeking a Customer Support Analyst to be the first point of contact for consumers, managing data queries and resolving issues within defined SLAs. You will handle cases end-to-end, document actions, and coordinate with colleagues to deliver a high-quality service.

The role requires excellent customer service, strong admin skills, and GDPR awareness, with the ability to work independently or as part of a team.

Qualifications

• Great customer service and admin skills with a passion for developing and maintaining relationships.
• Experience in a KPI/SLA driven environment.
• Understanding of GDPR requirements and data handling.

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.
• 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

Skills

Customer service

KPI/SLA driven

Regulated services experience

Independent and team player

GDPR awareness

Attention to detail

Clear written communication

Effective questioning

Tools

MS Windows

Office applications

Job description

Are you passionate about helping people and solving problems in a fast-paced, customer-focused environment? Do you enjoy working with data, processes, and people to deliver accurate, timely outcomes?

About the Business

At LexisNexis Risk Solutions, we help our clients manage customer identity, identify and combat fraud, assess risk and prevent money laundering and terrorist financing. Our aim is to facilitate safer financial transactions by helping clients to assess and manage relationship risk. Cutting-edge technology and information solutions allow us to achieve these goals. Our proprietary big data platform supports local and global businesses in evaluating the risk associated with potential and existing customers. Worldwide risk data allows clients to flag and manage risks presented by individuals and businesses.

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 play a critical role in creating a positive first impression. We manage data queries and requests under GDPR, ensuring all queries are ticketed, investigated, and escalated as needed. Our team coordinates with multiple key stakeholders daily, driving change and enhancing our ways of working.

About the Role

As a Consumer Support Analyst, you will be the first point of contact for consumers, providing support, understanding their concerns, and ensuring issues are resolved effectively. You will manage case processes from start to finish, working within defined service levels and collaborating with colleagues to deliver a high-quality service. This role focuses on accuracy, organisation, and delivering clear, professional communication.

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
• 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
• Ability to understand consumer needs and ask effective questions
• Strong attention to detail and clear written communication skills

Risk benefit statement

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.

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.

At LexisNexis Risk Solutions, our businesses span multiple industries providing customers with innovative technologies, information-based analytics, decisioning tools and data management services that provide market-specific solutions. Approximately 11,100 employees in offices throughout the world support our brands by serving customers in more than 190 countries and territories. LexisNexis Risk Solutions is part of RELX, a global provider of information and analytics for professional and business customers across industries.

For more information, please visit www.risk.lexisnexis.com and www.relx.com.