Customer Support Team Lead: Drive Excellence & Impact

LexisNexis Risk Solutions; Cardiff; On-site; GBP 35,000 - 50,000; Full time

Job summary

LexisNexis Risk Solutions in Cardiff seeks a Customer Support Team Lead who will own both operational delivery and strategic improvement initiatives within the Customer Support function. You will lead a high-performing team while remaining hands-on, supporting customer requests and driving service excellence.

You will influence outcomes, enhance processes, and foster a collaborative culture built on trust, accountability, and continuous improvement, partnering with Product, Technology and Sales

Qualifications

• Experience developing and maintaining strong relationships with internal stakeholders of varying levels.
• Strong analytical & organisational skills.
• Ability to communicate effectively, persuade, and influence a range of stakeholders to deliver the best outcome for customers.
• Experience leading teams and driving operational performance.
• Ability to manage customer issues, incidents, complaints and escalations effectively.
• Experience using performance metrics and operational data to drive improvement.
• Commitment to fostering collaboration, accountability and continuous improvement.
• Passion for delivering excellent customer service and customer outcomes.

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 customer enquiries, incidents, complaints and escalations are managed effectively and within agreed service levels.
• Drive a customer-first culture that prioritises quality, responsiveness, customer satisfaction and continuous service improvement.
• Manage operational performance through the effective use of KPIs, reporting, workforce planning and performance management processes.
• Lead the management of customer-impacting incidents and escalations, ensuring appropriate communication, coordination and resolution.
• Utilise customer feedback, operational data and trend analysis to identify opportunities to improve customer experience, reduce customer effort and enhance service delivery.
• Develop and maintain effective relationships with internal stakeholders including Product, Technology, Sales, Customer Relationship Management and other operational teams.
• Ensure compliance with company policies, regulatory requirements, quality standards and documented operational procedures.

Skills

Relationship building

Analytical thinking

Stakeholder influence

Team leadership

Incident management

Data-driven improvement

Collaboration

Customer service

Job description

LexisNexis Risk Solutions in Cardiff seeks a Customer Support Team Lead who will own both operational delivery and strategic improvement initiatives within the Customer Support function. You will lead a high-performing team while remaining hands-on, supporting customer requests and driving service excellence.

You will influence outcomes, enhance processes, and foster a collaborative culture built on trust, accountability, and continuous improvement, partnering with Product, Technology and Sales