Customer Support Team Lead: Operational Excellence & Impact

RELX Group; Cardiff; On-site; GBP 35,000 - 45,000; Full time

Job summary

LexisNexis Risk Solutions in the United Kingdom is seeking a Customer Support Team Lead to drive operational delivery and strategic improvements. You will lead a high-performing team, handle customer requests, incidents and escalations, and promote service excellence across the function.

You will collaborate with Product, Technology and Sales to enhance processes, deliver consistent customer outcomes and foster a culture built on trust and accountability.

Qualifications

• Ability to build and maintain relationships with internal stakeholders at all levels.
• Strong communication and influencing skills to secure outcomes.
• Experience leading teams and driving operational performance.
• Comfort with analysing data and translating insights into action.

Responsibilities

• Lead and develop the Customer Support team to deliver exceptional experiences.
• Manage day-to-day delivery of support services, incidents, and escalations within SLAs.
• Foster a customer-first culture with a focus on quality and continuous improvement.
• Use KPIs and data to drive performance, reporting, and workforce planning.
• Coordinate with Product, Technology, Sales and other internal teams to improve service delivery.

Skills

Relationship building

Communication

Team leadership

Analytical skills

Organisational skills

Customer focus

Stakeholder management

Job description

LexisNexis Risk Solutions in the United Kingdom is seeking a Customer Support Team Lead to drive operational delivery and strategic improvements. You will lead a high-performing team, handle customer requests, incidents and escalations, and promote service excellence across the function.

You will collaborate with Product, Technology and Sales to enhance processes, deliver consistent customer outcomes and foster a culture built on trust and accountability.