Technical Support Team Manager

LexisNexis Risk Solutions; St Athan; Presencial; GBP 48.000 - 62.000; Jornada completa

Descripción de la vacante

LexisNexis Risk Solutions in Cardiff seeks a Customer Support Team Lead to drive operational excellence and lead a high-performing team focused on delivering exceptional customer experiences.

You will own the day-to-day delivery of support services, manage incidents and escalations, and collaborate with Product and Technology to improve processes and customer outcomes.

Formación

• Strong analytical & organisational skills
• Excellent communication and stakeholder management
• Experience leading customer support teams

Responsabilidades

• Own day-to-day delivery of Customer Support services, ensuring inquiries, incidents and escalations are managed to SLAs
• Drive a customer-first culture, delivering high-quality service and continuous improvement
• Lead and develop a high-performing team, coordinating with Product, Technology and Sales

Descripción del empleo

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 BusinessLexisNexis 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 the TeamThe 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 RoleAs 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 , develop and inspire the Customer Support team to deliver exceptional customer experiences and achieve operational
performance objectivesOwn the day-to-day delivery of Customer Support services, ensuring customer enquiries, incidents, complaints and escalations are managed effectively and within agreed service levelsDrive a customer-first culture that prioritises quality, responsiveness, customer satisfaction and continuous service improvementManage operational performance through the effective use of KPIs, reporting, workforce planning and performance management processesLead the management of customer-impacting incidents and escalations, ensuring appropriate communication, coordination and resolutionUtilise customer feedback, operational data and trend analysis to identify opportunities to improve customer experience, reduce customer effort and enhance service deliveryDevelop and maintain effective relationships with internal stakeholders including Product, Technology, Sales, Customer Relationship Management and other operational teamsEnsure compliance with company policies, regulatory requirements,
quality standards and documented operational proceduresRequirementsExperience developing and maintaining strong relationships with internal stakeholders of varying levelsStrong analytical & organisational skillsAbility to communicate effectively, persuade, and influence a range of stakeholders to deliver the best outcome for customersExperience leading teams and driving operational performanceAbility to manage customer issues, incidents, complaints and escalations effectivelyExperience using performance metrics and operational data to drive improvementCommitment to fostering collaboration, accountability and continuous improvementPassion for delivering excellent customer service and customer outcomesRisk benefit statementLearn more about the LexisNexis Risk team and how we work know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. If you have a disability or other need that requires accommodation or adjustment, please let us know. 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.SummaryLocation: CardiffType: Full time