Customer Support Team Lead — Operational Excellence

RELX International; Cardiff; On-site; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Accommodation support

Disability accommodations

Job summary

LexisNexis Risk Solutions in the United Kingdom (Cardiff) is seeking a Customer Support Team Lead to own both operational delivery and strategic improvements 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.

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 skills

Communication

Stakeholder management

Team leadership

Operational excellence

Problem solving

Job description

LexisNexis Risk Solutions in the United Kingdom (Cardiff) is seeking a Customer Support Team Lead to own both operational delivery and strategic improvements 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.