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.
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.
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 and being 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 adapting departmental plans and priorities to address resource and operational challenges.
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 equivalent.
Must have extensive experience coaching others in a customer support environment.
Must have excellent process, technical, and analytical skills.
Must have the ability to deliver results within defined timeline.
Must be detail-oriented, extremely well organized, able to prioritize tasks quickly, solve problems, and involve additional resources as needed.
Must be thoughtful and proactive; can listen beyond what is being asked.
Strong listening skills; open to input from other team members and departments.
Be able to work with minimal supervision; takes high degree of ownership over their work.
Be 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.
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.
#J-18808-Ljbffr