Would you like to ensure customer loyalty?
Do you enjoy solving problems?
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. You can learn more about LexisNexis Risk at the link below,
About The Team
Our teams are collaborative and forward-thinking; the successful candidate will work closely with our Sales Organisation, Customer Operations, and Customer Support teams. You will be a collaborative team player, with ability to influence, communicate and solve problems effectively. As a team, we work in an environment that empowers our employee's and provides everyone an opportunity to deliver the best possible experience & share ideas to drive continuous improvement.
About The Role
As a Customer Care Specialist, you will play a pivotal role in delivering exceptional service by managing customer complaints with empathy, precision, and regulatory compliance. You'll lead the end-to-end resolution process, ensuring all cases are handled fairly and in accordance with FCA, ICO, and GDPR standards. Your ability to maintain accurate records and collaborate across teams will be key to resolving complex issues and driving continuous improvement.
Beyond complaint handling, you'll champion customer experience enhancements by leveraging Voice of Customer (VoC) insights and Net Promoter Score (NPS) feedback. Your analytical skills will help uncover service gaps and inform proactive strategies that prevent issues before they escalate. This role demands a customer-first mindset, resilience under pressure, and a collaborative approach to problem-solving. You'll be empowered to influence change, improve processes, and ensure every customer interaction reflects the organisation's commitment to excellence.
Responsibilities
* Lead the end-to-end handling of customer complaints, ensuring timely, fair, and empathetic resolution.
* Ensure all complaint handling processes comply with FCA and ICO regulations.
* Prepare regular reports and insights on complaint trends, root causes, and resolution effectiveness.
* Coordinate and implement enhancements to the customer journey based on Voice of Customer (VoC) feedback.
* Analyse customer interaction data, complaint trends, and service metrics to identify emerging issues or friction points.
* Develop and implement proactive strategies to address potential problems before they escalate into formal complaints.
* Work closely with operational teams to ensure early intervention and resolution of customer pain points.
* Support internal audits and contribute to the development of policies and procedures related to complaints and customer experience.
Requirements
* Proven experience in managing customer complaints and driving customer experience improvements.
* Strong understanding of FCA and ICO guidelines.
* Excellent communication and interpersonal skills, with the ability to engage empathetically with customers.
* Resilient and calm under pressure.
* Experience in analysing customer data to identify trends and inform decision-making.
* Experience working with VoC platforms and NPS tools is desirable.
Working For You
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
* Generous holiday allowance with the option to buy additional days
* Health screening, eye care vouchers and private medical benefits
* Wellbeing programs
* Access to a competitive contributory pension scheme
* Save As You Earn share option scheme
* Travel Season ticket loan
* Electric Vehicle Scheme
* Optional Dental Insurance
* Maternity, paternity and shared parental leave
* Employee Assistance Programme
* Access to emergency care for both the elderly and children
* RECARES days, giving you time to support the charities and causes that matter to you
* Access to employee resource groups with dedicated time to volunteer
* Access to extensive learning and development resources
* Access to employee discounts scheme via Perks at Work