Technical Support Team Manager

LexisNexis Risk Solutions UK Ltd. Company; Cardiff; On-site; GBP 55,000 - 75,000; Full time

Job summary

LexisNexis Risk Solutions UK Ltd. Company is seeking a Customer Support Team Lead to own the delivery of Customer Support services and lead a high-performing team.

You will support customer requests, manage incidents and drive continuous service improvement in a collaborative, trust-based environment. The role emphasizes shaping operational performance, building strong stakeholder relationships and ensuring the highest standards of customer outcomes.

Qualifications

• Experience developing and maintaining strong relationships with internal stakeholders at varying levels.
• Strong analytical and organisational skills are required.
• Excellent communication, persuasion and influencing abilities to deliver outcomes for customers.
• Proven experience in 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 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.
• Own day-to-day delivery of Customer Support services within agreed SLAs.
• Drive a customer-first culture focused on quality, responsiveness and satisfaction.
• Manage performance using KPIs, reporting, and workforce planning.
• Oversee customer-impacting incidents and escalations with clear communication.
• Use feedback and data to identify opportunities to improve customer experience.
• Maintain relationships with Product, Technology, Sales and other teams.
• Ensure compliance with policies, regulatory requirements and procedures.

Skills

Stakeholder management

Analytical skills

Communication

Team leadership

Operational performance

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

Risk benefit statement

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

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

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. USA Job Seekers: EEO Know Your Rights.

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.