Taylor & Francis Group an Informa Business
Informa is a leading academic publishing, business intelligence, knowledge, and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100.
Taylor & Francis is one of the world’s largest publishers of high-quality, peer reviewed scholarly journals, books, e-books and reference works. We empower learners, thinkers and doers with trusted knowledge that advances research and enriches lives. We bring together diverse people, ideas and opinions to validate and publish the experts, theories and truths that matter. And we’ve been doing this in an unbroken arc since 1798.
Our purpose is to foster human progress through knowledge. We strongly believe that this requires us to encourage and examine different ideas and voices, so that any work that meets our exacting levels of quality deserves to be included in our publications. This requires open minds, the opportunity for robust debate, and the courage to defend perspectives that stand up to scrutiny, even if they conflict with our personal beliefs or values. Because that’s the only way to find the best obtainable version of the truth and, ultimately, foster human progress. If you agree, then we’d love to hear from you.
Every day millions of people read our content. Would you like to be part of our customer journey?
We are looking for a Customer Service Representative to work as an integral part of the global department providing outstanding customer service to our internal and external customers.
The position reports to the Customer Service Manager and will work as part of a global team, collaborating to manage day‑to‑day business processes and end‑to‑end customer workflows liaising with other departments where appropriate. Suggesting improvement ideas and assisting with the implementation to improve customer satisfaction, increase productivity or reduce costs.
What you’ll be doing
* Take 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 practice. 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 in a timely and accurate manner, responding appropriately and swiftly to queries, problems, and special requests from customers, accelerating these to team leaders and managers where appropriate.
* Resolve product or service problems/queries by clarifying customer issues, determining the root cause of the problem, selecting and explaining the best solution, expediting corrections/adjustments, and following up to ensure resolution.
* On the back of customer contacts review the customer self‑help portals (where they exist) and suggest new content or amendments to the relevant team.
* Managing day‑to‑day business processes, liaising with other departments where appropriate.
* Creating and updating Standard Operating Procedures (SOP) or suggesting amendments to relevant teams.
* Maintaining knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.
* Playing an active role in the achievement of department goals by assisting with all types of work across the department as needed. Work effectively with the team to achieve individual, team, and departmental objectives, sharing knowledge and skills as appropriate.
* Providing support to team members, assisting with training if appropriate.
* Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction, increase productivity or reduce costs.
* Using SAP/Salesforce to manage customer contacts and workflow in line with the SOP. Working to agreed KPIs and targets including quality assurance.
* Using SAP/Salesforce to manage orders/invoicing.
* Achieve personal objectives and work to agreed KPIs and targets including quality assurance.
In addition to the above this role will be expected to help on projects and workload as determined by business needs and the Manager.
Qualifications
Knowledge and Qualifications
* Experience of Microsoft Office, including intermediate knowledge of Excel.
* Previous Customer Service experience, minimum of one year preferably in an office.
* Experience of working to KPI’s/SLA’s.
* A good standard of education including English and Maths.
* Understanding of the role of related departments and having a range of contacts outside and within Customer Service.
* Intermediate knowledge of SAP and Salesforce.
* A solid grasp of process and product‑related issues and can effectively answer most customer questions without difficulty.
Skills and Behaviours Required
* A determination to drive for results and effective time‑management skills.
* Creative thinking ability with proven problem‑solving skills.
* Excellent verbal and written communication skills, able to communicate clearly and concisely, including giving and receiving constructive feedback.
* Great attention to detail, maintaining accuracy and speed.
* The ability to work under pressure to deadlines without supervision.
* An effective team player, building good working relationships and retaining a positive and flexible attitude towards your work and colleagues.
* Ability to work on your own initiative, organising own workload without supervision.
* Self‑driven to continuously improve performance, recognising areas for own development, seeking training, and putting learning into practice.
* A flexible approach to meet the needs of the team.
Benefits
* An excellent work/life balance with a flexible working culture and hybrid working 3 days in the office and 2 days from home.
* 25 days annual leave per year plus an extra day off each year for your birthday.
* 3 additional discretionary days for Christmas each year.
* 4 paid volunteering days each year.
* Employee assistance programme – offering 24/7 well‑being support.
* Share Match – a plan that matches every share purchased with two free shares.
* Pension scheme.
* Life assurance, plus optical and medical care.
Additional Information
* This role will be balanced, with 3 days per week being office based. You will therefore need to be based within a commutable distance of our office in Milton Park, Oxfordshire.
* You must have the right to live and work in the UK.
* Closing date for applications: 06 May 2026. Applications are reviewed on a rolling basis and interviews will be conducted throughout the duration of the recruitment process. We encourage all interested applicants to apply as soon as possible.
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