Customer Support Team Lead: Drive Excellence & Impact

RELX Group; Cardiff; On-site; GBP 45,000 - 60,000; Full time

Job summary

LexisNexis Risk Solutions in Cardiff is seeking a Customer Support Team Lead to oversee the support function, drive service excellence, and coordinate with cross-functional teams to resolve incidents and improve customer outcomes.

The role focuses on delivering high-quality customer experiences, operational performance, and building strong stakeholder relationships to support business goals.

Qualifications

• Strong analytical & organisational skills
• Ability to communicate effectively with stakeholders
• Experience leading teams and driving operational performance

Responsibilities

• Lead, develop and inspire the Customer Support team to deliver exceptional customer experiences and achieve operational performance objectives
• Own the day-to-day delivery of Customer Support services, ensuring inquiries, incidents, complaints and escalations are managed effectively and within service levels
• Drive a customer-first culture that prioritises quality, responsiveness, customer satisfaction and continuous service improvement
• Manage operational performance through KPIs, reporting, workforce planning and performance management processes
• Lead the management of customer-impacting incidents and escalations, ensuring timely communication and resolution
• Utilise customer feedback and data analysis to identify opportunities to improve customer experience and service delivery
• Develop and maintain strong relationships with internal stakeholders across Product, Technology, Sales and Customer Relationship Management

Job description

LexisNexis Risk Solutions in Cardiff is seeking a Customer Support Team Lead to oversee the support function, drive service excellence, and coordinate with cross-functional teams to resolve incidents and improve customer outcomes.

The role focuses on delivering high-quality customer experiences, operational performance, and building strong stakeholder relationships to support business goals.