Customer Support Team Lead — Operations & Excellence

LexisNexis Risk Solutions UK Ltd. Company; Cardiff; On-site; GBP 55,000 - 75,000; Full time

Job summary

LexisNexis Risk Solutions UK Ltd. Company is seeking a Customer Support Team Lead to own the delivery of Customer Support services and lead a high-performing team.

You will support customer requests, manage incidents and drive continuous service improvement in a collaborative, trust-based environment. The role emphasizes shaping operational performance, building strong stakeholder relationships and ensuring the highest standards of customer outcomes.

Qualifications

• Experience developing and maintaining strong relationships with internal stakeholders at varying levels.
• Strong analytical and organisational skills are required.
• Excellent communication, persuasion and influencing abilities to deliver outcomes for customers.
• Proven experience in 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 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.
• Own day-to-day delivery of Customer Support services within agreed SLAs.
• Drive a customer-first culture focused on quality, responsiveness and satisfaction.
• Manage performance using KPIs, reporting, and workforce planning.
• Oversee customer-impacting incidents and escalations with clear communication.
• Use feedback and data to identify opportunities to improve customer experience.
• Maintain relationships with Product, Technology, Sales and other teams.
• Ensure compliance with policies, regulatory requirements and procedures.

Skills

Stakeholder management

Analytical skills

Communication

Team leadership

Operational performance

Customer service

Job description

LexisNexis Risk Solutions UK Ltd. Company is seeking a Customer Support Team Lead to own the delivery of Customer Support services and lead a high-performing team.

You will support customer requests, manage incidents and drive continuous service improvement in a collaborative, trust-based environment. The role emphasizes shaping operational performance, building strong stakeholder relationships and ensuring the highest standards of customer outcomes.