About our Team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, 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 with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case.

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 an integral part 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 identifies upselling opportunities to maintain and increase income streams from customer relationships. Possess knowledge of sales processes and customer success strategies to enhance customer experience and drive positive outcomes.Responsibilities are within the Customer Support/Operations Function as a generalist or in a combination of Disciplines General Profile. Manages and is accountable for the 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 adapts departmental plans and priorities to address resource and operational challenges; receives minimal guidance from the manager.Managing generally homogeneous team(s); adapts plans and sets priorities to meet service and/or operational challenges.

Requirements

Have a relevant degree in Law or equivalentMust have extensive experience coaching others in a customer support environmentMust have excellent process, technical, and analytical skillsMust have the ability to deliver results within defined timelineMust be detail-oriented, extremely well organized, able to prioritize tasks quickly, solve problems, and involve additional resources, as neededMust be thoughtful and proactive; can listen beyond what is being askedStrong listening skills; open to input from other team members and departmentsBe able to work with minimal supervision; takes high degree of ownership over their workBe 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 - flexing the times when you work in the day 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. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.
 

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.

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