Customer Support Team Lead — Drive Service Excellence

LexisNexis Risk Solutions; Cardiff; On-site; GBP 42,000 - 55,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

LexisNexis Risk Solutions in the United Kingdom is seeking a Customer Support Team Lead to own operational delivery and strategic improvement within the Customer Support function. You will lead a high-performing team, supporting customer requests and driving service excellence.

You will influence processes, manage incidents and escalations, and build strong relationships with Product, Technology, Sales and other teams to ensure consistent, high-quality outcomes for customers.

Qualifications

• Experience building relationships with internal stakeholders at varying levels.
• Strong analytical and organizational skills.
• Effective communication with diverse stakeholders to achieve best outcomes for customers.
• Proven track record leading teams and driving performance.
• Experience handling customer issues, incidents and escalations.

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

Stakeholder management

Analytical skills

Communication

Team leadership

Customer service

Job description

LexisNexis Risk Solutions in the United Kingdom is seeking a Customer Support Team Lead to own operational delivery and strategic improvement within the Customer Support function. You will lead a high-performing team, supporting customer requests and driving service excellence.

You will influence processes, manage incidents and escalations, and build strong relationships with Product, Technology, Sales and other teams to ensure consistent, high-quality outcomes for customers.