Head of Customer Support: Deliver Excellence & Growth

RELX INC; Cardiff; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Country specific benefits

Job summary

LexisNexis Risk Solutions in 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.

You will influence customer outcomes, enhance processes, and foster a culture built on trust, accountability and innovation, working with Product, Technology, Sales and other ops teams.

Qualifications

• Experience building and maintaining strong relationships with internal stakeholders at varying levels.
• Strong analytical & organizational skills.
• Ability to communicate effectively, persuade, and influence a range of stakeholders to deliver the best outcomes for customers.
• Experience leading teams and driving operational performance.
• Experience using performance metrics and operational data to drive improvement.
• Commitment to fostering collaboration, accountability and continuous improvement.

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 effectively within SLAs.
• Drive a customer-first culture focusing on quality, responsiveness, satisfaction and continuous service improvement.
• Manage operational performance through KPIs, reporting, workforce planning and performance management processes.
• Lead management of customer-impacting incidents and escalations, ensuring communication and resolution.
• Utilize feedback and data to identify opportunities to improve customer experience and service delivery.
• Develop and maintain relationships with internal stakeholders including Product, Technology, Sales, CRM and other teams.
• Ensure compliance with policies, regulatory requirements, quality standards and procedures.

Skills

Stakeholder relationships

Analytical skills

Communication

Team leadership

Incident management

Process improvement

Job description

LexisNexis Risk Solutions in 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.

You will influence customer outcomes, enhance processes, and foster a culture built on trust, accountability and innovation, working with Product, Technology, Sales and other ops teams.