Taylor and Francis is looking for an experienced customer service representative with supervisory potential for a development opportunity to learn and grow professionally. This role is reserved for someone who demonstrates core customer service competencies and is looking to take the next step in their career. We are seeking ambitious individuals with a self-assured demeanor, inquisitive nature, and solution-oriented approach to challenges. We value a positive outlook and a desire to grow within a well-established organization. We will provide industry and on-the-job training, so prior team leadership experience isn't necessary. If you're an innate leader who enjoys providing customer service and can showcase leadership daily, we encourage you to apply!
What you'll be doing:
1. Customer Queries: Take ownership of customer queries via various channels, resolve in line with policies, aiming to increase satisfaction and first-time resolution. Act as an escalation point for complex issues and write detailed reports with minimal managerial assistance.
2. Order Processing: Manage orders, invoices, quotes, returns, and claims promptly and accurately. Respond swiftly to customer queries and escalate issues when appropriate.
3. Problem Resolution: Clarify customer issues, determine root causes, and explain solutions. Strive to exceed expectations and proactively improve customer service.
4. Self-Help Portals: Review and suggest improvements for customer self-help portals.
5. Business Processes: Manage daily processes, liaising with other departments as needed.
6. Meetings & Presentations: Facilitate departmental meetings and represent the department in stakeholder meetings, including delivering presentations.
7. SOPs & Training: Create and update Standard Operating Procedures and support colleague training and development.
8. Knowledge & Support: Maintain advanced knowledge of policies, processes, and systems. Support colleagues and identify training opportunities.
9. Workload Management: Monitor workload, review capacity, prioritize tasks, and assist colleagues.
10. Role Modeling & Leadership: Act as a role model, providing support, training, and coaching. Share knowledge and encourage team participation.
11. Department Goals: Contribute to department objectives, collaborate on priorities, and remove obstacles.
12. Continuous Improvement: Suggest and implement ideas to improve customer satisfaction, productivity, or reduce costs. Use SAP/Salesforce to manage contacts and workflows.
13. Performance & Projects: Work towards KPIs and targets, including quality assurance. Assist with projects and workload as needed.
14. Location & Work Model: Candidates should live within a commutable distance of Abingdon or Colchester to work three days per week in the office.
15. Experience & Skills: Proficiency in Microsoft Office (advanced Excel), customer service experience, familiarity with KPIs/SLA, strong education background, advanced SAP and Salesforce knowledge, project management experience, and understanding of related departments.
Informa is a leading academic publishing, business intelligence, knowledge, and events company, listed on the London Stock Exchange and part of the FTSE 100. Taylor & Francis is one of the world's largest publishers of scholarly content, committed to fostering human progress through knowledge. We value diversity and are an Equal Opportunity Employer, promoting work-life balance, wellbeing, and flexible working.
If you're excited to work with us, apply regardless of whether your skills match every requirement. Learn more at our Careers Site or visit our LinkedIn 'Life' Page.
* Excellent work/life balance with flexible culture
* 25 days annual leave plus birthday day off
* Additional holiday days during year-end
* 4 paid volunteering days annually
* Company-funded private medical insurance
* 24/7 wellbeing support via Employee Assistance Program
* Share Match plan
* Pension scheme
* Life assurance and medical benefits
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