Customer Support Team Lead: Drive Service Excellence

CamWebDir; Cardiff; On-site; GBP 45,000 - 65,000; Full time

Job summary

LexisNexis Risk Solutions in the United Kingdom is seeking a Customer Support Team Lead to own the 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.

This role offers the chance to influence customer outcomes, enhance processes, and foster a collaborative culture built on trust, accountability and innovation across

Qualifications

• Experience building relationships with internal stakeholders at varying levels.
• Strong analytical and organisational capabilities.
• Excellent communication, persuasion and influencing skills with a range of stakeholders.
• 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.

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 skills

Communication

Team leadership

Stakeholder management

Operational excellence

Job description

LexisNexis Risk Solutions in the United Kingdom is seeking a Customer Support Team Lead to own the 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.

This role offers the chance to influence customer outcomes, enhance processes, and foster a collaborative culture built on trust, accountability and innovation across