Technical Support Team Manager

LexisNexis Risk Solutions; Cardiff; On-site; GBP 35,000 - 50,000; Full time

Job summary

LexisNexis Risk Solutions in Cardiff seeks a Customer Support Team Lead who will own both operational delivery and strategic improvement initiatives 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 outcomes, enhance processes, and foster a collaborative culture built on trust, accountability, and continuous improvement, partnering with Product, Technology and Sales

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 thinking

Stakeholder influence

Team leadership

Incident management

Data-driven improvement

Collaboration

Customer service

Job description

Are you passionate about leading high-performing teams and delivering exceptional customer experiences?

Do you enjoy driving operational excellence, continuous improvement, and building strong relationships across a business?

About the Business

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at https://risk.lexisnexis.com/

About the Team

The Customer Support Teams’ primary focus is to provide the highest quality service to support our clients. As the first point of contact for our customers, the team play a critical part in providing our customers with an excellent first impression of doing business with us. The team own the SLAs around incidents; meaning issues must be ticketed, investigated and, where necessary, escalated following those timeframes. We are uniquely positioned to play a core role in coordinating with multiple key stakeholders every single day, this provides a platform to drive change and enhance our current ways of working.

About the Role

As Customer Support Team Lead, you will take ownership of both operational delivery and strategic improvement initiatives 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 opportunity to influence customer outcomes, enhance processes, and foster a collaborative culture built on trust, accountability, and innovation.

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

Requirements

• 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

Learn more about the LexisNexis Risk team and how we work https://relx.wd3.myworkdayjobs.com/RiskSolutions/page/21c296c982531000b79663f3194b0000