• Reporting to the Operations Manager, the role is responsible for leading, recruiting, training and developing the Customer Service team. The job holder also plays a key role in assisting our customers with their general helpdesk inquiries. The role is an integral part in doing service recovery and ensuring escalations are resolved in a timely manner.

• To take ownership of Customer issues and work across functions to follow through to resolution

• To identify and put forward suggestions to improve the Customer experience

• To work in conjunction with the Ops Manager to anticipate future Customer needs and plan accordingly

• To own customer satisfaction issues and delivery of the customer satisfaction rating for the team

• To lead by example, building a “winning team” culture, championing a positive outlook across the department

• Evaluate resource requirements and identify longer term needs of the group to support business needs

• Maximize team performance by carrying out formal performance reviews, regular feedback, Personal Development Plan and coaching

• To ensure regular communication, encourage team input and involvement and to encourage innovation

• Identification & development of key team members, ensuring their readiness for next steps

• Identify and address poor performance

• Manage the Performance and Development Plans and training requirements for the team, providing coaching & support on an ongoing basis

• Provide reports to Management Team on CS KPI’s and customer specific issues and feedback.

• To demonstrate and encourage a positive attitude towards change and continuous improvements

• To develop, communicate and implement change plans, actively involving staff in the change process

• To identify areas where changes could be made to continuously improve quality and service levels, occasionally playing the driving seat role.

• To regularly review departmental and team processes to ensure continual improvement and support of new business requirements, increasing customer satisfaction and reducing query volumes

• To use customer satisfaction feedback and quality assurance processes to identify issues, analyze trends and drive innovation and resolution

• Establish and review standards of performance to achieve or exceed departmental service level agreements, ensuring accountability of both the team, individuals and business partners

• Proactively liaise with key business owners and business partners to develop processes and procedures to improve customer service and meet changing business needs

Qualifications

• Bachelor’s degree in any field

• Must have excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organization

• Proven success at managing change

• Strong organizational, prioritization and delegation skills

• Proven problem solving and analytical skills

• Detail oriented and project management skills

• Sales/After Sales/Retention experience or background is required

• Must not have any performance or disciplinary issues in the past 12 months

• RELA 1.0 Graduate is an advantage but not required

  LexisNexis, a division of RELX, is 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. 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: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

  Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy) .

RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.

Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.

Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.