Manager I, Customer Support/Ops

Manager I, Customer Support/Ops

Manager I, Customer Support/Ops

Apply locations: Cape Town, Johannesburg Time type: Full time Posted on: Posted Yesterday Job requisition id: R87897 About our Team LexisNexis Legal & Professional serves customers in more than 150 countries with 11,800 employees worldwide. As part of RELX, we are a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions. About the Role The role is responsible for leading, recruiting, coaching, and developing the News, Finance, and Legal (NFL) Research Support Team. The Manager plays a key role in ensuring consistent high-quality support is provided to our internal and external customers. The role is integral in ensuring tickets, escalations, and concerns are resolved in a timely manner. Responsibilities

• Providing new and existing customers with the best possible service in relation to legal research support inquiries, service requests, suggestions, and complaints.
• Resolving customer inquiries and complaints fairly and effectively.
• Providing product and service information to customers and identifying upselling opportunities to maintain and increase income streams from customer relationships.
• Managing performance of a medium-sized team of professional associates or multiple supervisors of business support/operation roles.
• Accounting for the budget, performance, and results of a medium-sized team or multiple small teams of employees.
• Developing and adapting departmental plans and priorities to address resource and operational challenges.
• Managing generally homogeneous team(s) and adapting plans to meet service and/or operational challenges.

Requirements

• Relevant degree in Law or equivalent.
• Extensive experience coaching others in a customer support environment.
• Excellent process, technical, and analytical skills.
• Ability to deliver results within defined timelines.
• Detail-oriented, extremely well organized, able to prioritize tasks quickly, solve problems, and involve additional resources as needed.
• Thoughtful and proactive, able to listen beyond what is being asked.
• Strong listening skills, open to input from other team members and departments.
• Able to work with minimal supervision and take high degree of ownership over work.
• Able to work nontraditional hours to support a global organization.

Work in a way that works for you We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

• Working flexible hours to help you fit everything in and work when you are the most productive.

Working for you We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Medical Aid
• Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)
• Modern family benefits, including adoption and surrogacy
• Study Leave

About the Business LexisNexis Legal & Professional provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. 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. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120. Please read our Candidate Privacy Policy. #J-18808-Ljbffr