Technical Support Team Manager

RELX International; Cardiff; On-site; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Accommodation support

Disability accommodations

Job summary

LexisNexis Risk Solutions in the United Kingdom (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.

This role offers the chance to influence customer outcomes, enhance processes, and foster a collaborative culture built on trust, accountability and innovation.

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 skills

Communication

Stakeholder management

Team leadership

Operational excellence

Problem solving

Job description

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.

Accommodation support

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

Privacy Policy

Please read our Candidate Privacy Policy.

Equal Opportunity Statement

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 characteris