Customer Support Team Lead: Drive Service Excellence

RELX International; Cardiff; On-site; GBP 42,000 - 60,000; Full time

Job summary

LexisNexis Risk Solutions in Cardiff is seeking a Customer Support Team Lead to own both day-to-day delivery and strategic continuous improvement within the Customer Support function.

You will lead a high-performing team, support customer requests, and drive service excellence while collaborating with Product, Technology, Sales and other operational teams to deliver outstanding outcomes for clients.

Qualifications

• Experience developing and maintaining strong relationships with internal stakeholders at varying levels.
• Strong analytical & organisational skills.
• Ability to communicate effectively, persuade, and influence stakeholders to deliver best outcomes 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 enquiries, incidents, complaints and escalations are managed within agreed 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 communication, coordination and resolution.
• Utilise customer feedback and data to identify opportunities to improve customer experience and service delivery.
• Develop and maintain effective relationships with internal stakeholders including Product, Technology, Sales and other teams.
• Ensure compliance with company policies, regulatory requirements, quality standards and documented procedures.

Skills

Stakeholder management

Analytical thinking

Team leadership

Customer service excellence

Performance management

Job description

LexisNexis Risk Solutions in Cardiff is seeking a Customer Support Team Lead to own both day-to-day delivery and strategic continuous improvement within the Customer Support function.

You will lead a high-performing team, support customer requests, and drive service excellence while collaborating with Product, Technology, Sales and other operational teams to deliver outstanding outcomes for clients.