Customer Support Team Leader: Drive Service Excellence

LexisNexis Special Services Inc.; Cardiff; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

LexisNexis Special Services Inc. in Cardiff is seeking a Technical Support Team Manager to lead a high-performing team and deliver outstanding customer experiences.

The role focuses on operational delivery, strategic improvements, and a collaborative culture built on trust and accountability. You will own day-to-day service delivery, manage incidents and escalations, and drive performance through KPI management and cross-functional collaboration with Product, Technology, and Sales.

Qualifications

• Strong analytical and organisational skills.
• Experience leading teams and driving operational performance.
• Effective communication, persuasion and stakeholder influence.
• Experience using performance metrics and data to drive service improvements.
• Commitment to collaboration and continuous improvement.

Responsibilities

• Lead, develop and inspire the Customer Support team to deliver excellent experiences and meet SLAs.
• Oversee day-to-day delivery of Customer Support, handling enquiries, incidents and escalations within agreed levels.
• Drive a customer-first culture with focus on quality, responsiveness, satisfaction and continuous improvement.
• Monitor KPIs, reporting, workforce planning and performance management processes.
• Manage incidents and escalations with clear communication and resolution across stakeholders.
• Leverage feedback and data to identify opportunities to improve customer experience.

Skills

Analytical skills

Organisational skills

Team leadership

Communication and influence

Performance metrics

Job description

LexisNexis Special Services Inc. in Cardiff is seeking a Technical Support Team Manager to lead a high-performing team and deliver outstanding customer experiences.

The role focuses on operational delivery, strategic improvements, and a collaborative culture built on trust and accountability. You will own day-to-day service delivery, manage incidents and escalations, and drive performance through KPI management and cross-functional collaboration with Product, Technology, and Sales.