Social network you want to login/join with:
Customer Service Representative (Hybrid), Cambridge
Client:
Informa PLC
Location:
Cambridge, United Kingdom
Job Category:
Other
-
EU work permit required:
Yes
Job Reference:
bbb2bd945eea
Job Views:
3
Posted:
25.08.2025
Expiry Date:
09.10.2025
Job Description:
We currently have a permanent opportunity for a Customer Service Representative to work as an integral part of the department by providing outstanding customer service to our internal and external customers.
Help us progress human progress through knowledge! As a Customer Service Representative, you will aid in our mission by…
* Taking ownership of customer queries received via phone, email, live chat, and in person through to resolution in line with policies/procedures, KPI’s, and Customer First training best practices. Striving to increase customer satisfaction/first-time resolution and reduce the need for customers to contact.
* Take responsibility for processing orders, invoices, quotes, returns, and claims, working precisely and carefully, responding appropriately and swiftly to queries, problems, and special requests from customers, escalating to team leaders and managers where appropriate.
* Resolving product or service problems/queries by clarifying customer issues, determining the root cause, selecting and explaining the best solution, expediting corrections/adjustments, and following up to ensure resolution.
* Reviewing customer self-help portals post-contact and suggesting updates or new content to relevant teams.
* Managing day-to-day business processes and liaising with other departments as needed.
* Suggesting amendments to Standard Operating Procedures (SOP).
* Maintaining knowledge of department policies, processes, procedures, and systems, and developing an internal network to increase knowledge.
* Providing support to team members.
* Participating actively in meetings, expressing viewpoints, and listening to others.
* Suggesting and helping implement improvements to enhance customer satisfaction, productivity, or reduce costs.
* Using Salesforce to manage customer contacts and workflow in line with SOP.
* Using SAP/Salesforce to manage orders and invoicing.
* Achieving personal objectives and working towards KPIs and targets, including quality assurance.
Qualifications
What we are looking for:
* Experience with Microsoft Office and ability to quickly learn technical systems.
* Previous customer service experience.
* Experience working to KPIs/SLA’s.
* A good standard of Education including English and Maths.
* Experience with CRM systems would be advantageous.
Additional Information
What we offer in return:
* An excellent work/life balance with a flexible culture.
* 25 days of annual leave plus 3 discretionary days at Christmas.
* 4 paid volunteering days annually.
* Employee assistance program for well-being support.
* Share Match plan offering two free shares for every share purchased.
* Life assurance, optical and medical care.
Work-life balance:
We promote work-life balance, wellbeing, and flexible working. Join a thriving business with a supportive team. We value your skills and experience and support your development and innovation.
Training and Professional Development:
We provide resources and coaching to help you reach your career goals, including a bespoke development plan.
Additional notes:
* This role is hybrid, requiring reporting to our Milton Park office 3 times a week; you must be within commuting distance.
* Closing Date: Applications close on 01 September 2025. Early applications are encouraged as we interview on a rolling basis.
* You must have the right to work in the UK.
Interview process: After applying, you may have an initial screening, a short video interview, and a competency-based interview, either virtually or in person, concluding with a final interview before an offer.
We support all candidates to present their best selves and are flexible to accommodate needs. Please contact us for any adjustments.
Being ‘you’ at Taylor and Francis:
We recognize that the ideal candidate may not meet all criteria, and we encourage applications from those excited about the role and possessing some relevant skills or experience. Many skills are transferable, and you could be exactly what we need!
#J-18808-Ljbffr