At a Glance
- Tasks: Help customers solve problems and manage data queries in a fast-paced environment.
- Company: Join LexisNexis Risk Solutions, a leader in risk management and fraud prevention.
- Benefits: Enjoy competitive pay, wellness benefits, and a supportive work culture.
- Other info: Be part of a dynamic team with opportunities for growth and development.
- Why this job: Make a real difference by helping consumers and enhancing their experience.
- Qualifications: Strong customer service skills and attention to detail are essential.
The predicted salary is between 30000 - 40000 £ per year.
Are you passionate about helping people and solving problems in a fast-paced, customer-focused environment? Do you enjoy working with data, processes, and people to deliver accurate, timely outcomes?
At LexisNexis Risk Solutions, we help our clients manage customer identity, identify and combat fraud, assess risk and prevent money laundering and terrorist financing. Our aim is to facilitate safer financial transactions by helping clients to assess and manage relationship risk. Cutting-edge technology and information solutions allow us to achieve these goals. Our proprietary big data platform supports local and global businesses in evaluating the risk associated with potential and existing customers. Worldwide risk data allows clients to flag and manage risks presented by individuals and businesses.
Our Cardiff-based team provides consumer support for Crediva, Consumer Rights, and UK Insurance. As the first point of contact for our customers, we play a critical role in creating a positive first impression. We manage data queries and requests under GDPR, ensuring all queries are ticketed, investigated, and escalated as needed. Our team coordinates with multiple key stakeholders daily, driving change and enhancing our ways of working.
As a Consumer Support Analyst, you will be the first point of contact for consumers, providing support, understanding their concerns, and ensuring issues are resolved effectively. You will manage case processes from start to finish, working within defined service levels and collaborating with colleagues to deliver a high-quality service. This role focuses on accuracy, organisation, and delivering clear, professional communication.
Responsibilities
- Managing the logging, tracking and progress of internal and external cases within relevant SLA’s and KPI’s
- Creating, maintaining, and updating appropriate internal documentation
- Ensuring the tickets are worked through to satisfactory conclusion and within SLA
- Track and respond to consumer rights related requests within specific SLAs
- Subject Access Requests
- Investigating and resolving data enquiries
- Applying Notice of Corrections
- Providing timely, accurate and effective communications around Service Operation issues to the business as well as colleagues
- Perform any other tasks assigned
Requirements
- Great customer service and admin skills and a passion for developing and maintaining relationships
- Used to working in a KPI/SLA driven environment
- Experience within Regulated Services industry
- Able to work independently and in a team environment
- MS Windows operating systems and office applications
- Understanding of GDPR requirements
- Ability to understand consumer needs and ask effective questions
- Strong attention to detail and clear written communication skills
Consumer Support Analyst in Cardiff employer: RELX
At LexisNexis Risk Solutions, we pride ourselves on fostering a dynamic and inclusive work environment in our Cardiff office, where employees are empowered to make a meaningful impact through their roles. As a Consumer Support Analyst, you will benefit from comprehensive training, opportunities for professional growth, and a strong emphasis on teamwork and collaboration, all while contributing to the vital mission of enhancing financial safety for our clients. Our commitment to employee well-being is reflected in our tailored benefits and supportive culture, making us an excellent employer for those seeking a rewarding career in customer support.
StudySmarter Expert Advice🤫
We think this is how you could land Consumer Support Analyst in Cardiff
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at RELX. 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 RELX 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 Consumer Support Analyst in Cardiff
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 RELX:Your cover letter is your chance to shine! Tell us why you want to work at RELX 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 RELX!
How to prepare for a job interview at RELX
✨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.
