Technical Support Team Leader
- Recruiter
- Confidential
- Location
- The Vale of Glamorgan (Bro Morgannwg)
- Salary
- Competitive
- Posted
- 21 Sep 2020
- Closes
- 06 Oct 2020
- Sectors
- IT, IT Support
- Contract Type
- Permanent
- Hours
- Full Time
Why work for LexisNexis Risk Solutions
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 ultimate 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. That is why here, you will have the freedom to drive change, the trust to find your path, and the space to explore more.
Job Summary
The Risk Solutions 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.
The role provides the successful candidate with an opportunity to take dual responsibility of taking ownership of Customer Support projects and leading the team to drive performance whilst delivering on our overall business strategy. The role enables the candidate to provide and foster a highly collaborative environment where innovation and accountability are key to drive efficiency and ensure excellent customer service consistently. The role requires the individual to lead from the front working directly on customer requests supporting the overall team workload when required, this hand's on experience provides a great viewpoint to review and amend processes to drive for consistent improvement.
Culture is extremely important to us, we value trust, empowerment and support & the successful candidate will benefit from these within the role. The expectation will be for the Candidate to ensure that this culture is shared throughout the team.
Accountabilities
* Commitment to personal growth & developing others, the role provides a great opportunity to develop each member of the team individually whilst building leadership qualities personally.
* Provide advice and support to the team as necessary, identifying development and training needs based on performance and taking ownership of the delivery of appropriate training.
* Provide weekly and monthly statistics to the Customer Support Manager
* Responsible for coaching, developing and motivating team members
* Partner with internal QA team to ensure that call and email quality is monitored and any issues are addressed
* Accountable for the overall performance of the team of Technical Support Analysts
* Ensure the delivery of world-class customer satisfaction & experience by the team
Qualifications
* 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.
We're a superb company to work for, with great people, world-class technology, market leading products, a culture of innovation and collaboration, and superb career prospects.
At LexisNexis Risk Solutions, we believe in the power of data and advanced analytics for better risk management. With over 40 years of expertise, we are the trusted data analytics provider for organizations seeking actionable insights to manage risks and improve results while upholding the highest standards for
security and privacy. Headquartered in metro Atlanta, LexisNexis Risk Solutions serves customers in more than 100 countries and is part of FTS 100, RELX Group plc, a world-leading provider of information and analytics for professional and business customers across industries.
LexisNexis is an equal opportunities employer and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation or age
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 ultimate 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. That is why here, you will have the freedom to drive change, the trust to find your path, and the space to explore more.
Job Summary
The Risk Solutions 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.
The role provides the successful candidate with an opportunity to take dual responsibility of taking ownership of Customer Support projects and leading the team to drive performance whilst delivering on our overall business strategy. The role enables the candidate to provide and foster a highly collaborative environment where innovation and accountability are key to drive efficiency and ensure excellent customer service consistently. The role requires the individual to lead from the front working directly on customer requests supporting the overall team workload when required, this hand's on experience provides a great viewpoint to review and amend processes to drive for consistent improvement.
Culture is extremely important to us, we value trust, empowerment and support & the successful candidate will benefit from these within the role. The expectation will be for the Candidate to ensure that this culture is shared throughout the team.
Accountabilities
* Commitment to personal growth & developing others, the role provides a great opportunity to develop each member of the team individually whilst building leadership qualities personally.
* Provide advice and support to the team as necessary, identifying development and training needs based on performance and taking ownership of the delivery of appropriate training.
* Provide weekly and monthly statistics to the Customer Support Manager
* Responsible for coaching, developing and motivating team members
* Partner with internal QA team to ensure that call and email quality is monitored and any issues are addressed
* Accountable for the overall performance of the team of Technical Support Analysts
* Ensure the delivery of world-class customer satisfaction & experience by the team
Qualifications
* 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.
We're a superb company to work for, with great people, world-class technology, market leading products, a culture of innovation and collaboration, and superb career prospects.
At LexisNexis Risk Solutions, we believe in the power of data and advanced analytics for better risk management. With over 40 years of expertise, we are the trusted data analytics provider for organizations seeking actionable insights to manage risks and improve results while upholding the highest standards for
security and privacy. Headquartered in metro Atlanta, LexisNexis Risk Solutions serves customers in more than 100 countries and is part of FTS 100, RELX Group plc, a world-leading provider of information and analytics for professional and business customers across industries.
LexisNexis is an equal opportunities employer and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation or age