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
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