Technical Support Team Manager

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

Cardiff

Full time

R118281

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

• Risk benefit statement

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

Benefits

We know your well‑being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.

Equal Opportunity Employer

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

EEO Rights

USA Job Seekers: EEO Know Your Rights.

About the Company

RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.

Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.

Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.