At a Glance
- Tasks: Lead a dynamic team to deliver top-notch customer support and drive operational excellence.
- Company: Join LexisNexis Risk Solutions, a leader in risk assessment and customer experience.
- Benefits: Enjoy competitive pay, wellness benefits, and a supportive work environment.
- Other info: Collaborative culture with opportunities for growth and development.
- Why this job: Make a real impact by enhancing customer experiences and driving positive change.
- Qualifications: Strong leadership skills, analytical mindset, and a passion for customer service.
The predicted salary is between 56059 - 68517 £ per year.
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.
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 plays a critical part in providing our customers with an excellent first impression of doing business with us. The team owns 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, which 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.
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.
Technical Support Team Manager 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
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Team Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LexisNexis Risk Solutions Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like LexisNexis Risk Solutions Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Team Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to LexisNexis Risk Solutions Group:Your cover letter is your chance to shine! Tell us why you want to work at LexisNexis Risk Solutions Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at LexisNexis Risk Solutions Group!
How to prepare for a job interview at LexisNexis Risk Solutions Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
