Consumer Support Analyst

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

Job summary

LexisNexis Risk Solutions in Cardiff is hiring a Consumer Support Analyst to be the first point of contact for consumers, handling inquiries and resolving issues within defined SLAs. You will log, track and manage cases, maintain internal documentation, and collaborate with colleagues to ensure timely, accurate communications while complying with GDPR.

Strong customer service, experience in Regulated Services, and ability to work independently or in a team are essential, using Windows and Office

Qualifications

• Experience in customer support in regulated environments.
• Ability to work within defined service levels and deadlines.
• Strong GDPR knowledge and data privacy practices.
• Excellent written communication and relationship-building skills.
• Proficiency with Windows and Microsoft Office.

Responsibilities

• Managing the logging, tracking and progress of cases within SLA/KPI.
• Creating, maintaining, and updating internal documentation.
• Ensuring tickets are resolved within SLA.
• Handling Consumer Rights related requests within SLAs.
• Investigating data enquiries.
• Providing timely communications about service issues.
• Perform any other tasks as required.

Skills

Customer service

KPI/SLA driven

Regulated Services experience

Independent work

Team collaboration

GDPR understanding

Effective questioning

Attention to detail

Written communication

Tools

Microsoft Office

CRM systems

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

Learn more about the LexisNexis Risk team and how we work https://relx.wd3.myworkdayjobs.com/RiskSolutions/page/21c296c982531000b79663f3194b0000

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.