Overview
In this role you lead a high-performing Customer Support team and own both daily delivery and strategic improvements. You will ensure timely, quality service while supporting customer requests and escalations. You’ll drive a customer-first culture, leverage data to identify improvements, and partner with product, technology and other operations to deliver outcomes. This is a chance to shape service delivery at scale and foster a collaborative, accountable culture.
Pay / Benefits
- country specific benefits
Responsibilities
- Lead, develop and inspire the Customer Support team to deliver exceptional customer experiences and meet operational targets
- Own day-to-day delivery of Customer Support services, managing inquiries, incidents, complaints and escalations within service levels
- Drive a customer-first culture prioritising quality, responsiveness and continuous service improvement
- Manage operational performance using KPIs, reporting, workforce planning and performance processes
- Lead management of customer-impacting incidents and escalations with clear communication and resolution
- Use feedback, data and trend analysis to identify opportunities to improve customer experience and service delivery
- Build and maintain relationships with internal stakeholders including Product, Technology, Sales, and other operations
- Ensure compliance with policies, regulatory requirements, quality standards and procedures
Key requirements
- Experience building and maintaining relationships with internal stakeholders at varying levels
- Strong analytical and organisational skills
- Effective communication, persuasion and influence across stakeholders
- Experience leading teams and driving operational performance
- Experience managing customer issues, incidents, complaints and escalations
- Experience using performance metrics and operational data to drive improvement
- Commitment to collaboration, accountability and continuous improvement
- Passion for delivering excellent customer service and outcomes
- communication
- influence
- collaboration
- KPIs
- operational reporting
- workforce planning
Technical Support Team Manager in Cardiff employer: LexisNexis Risk Solutions Group
LexisNexis Risk Solutions is an exceptional employer that fosters a culture of innovation and operational excellence, particularly in the dynamic field of data management. Employees benefit from comprehensive training and mentorship opportunities, ensuring continuous professional growth while working on cutting-edge technologies in a collaborative environment. Located in Alpharetta, GA, the company offers competitive compensation, including an annual incentive bonus, and a commitment to employee well-being through tailored benefits that enhance work-life balance.
Contact Details:
LexisNexis Risk Solutions Group Recruitment Team
