Customer Service Representative (Hybrid - 3x per week on site)
* Full-time
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 worldwide. 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. Since 1798, we have been bringing together diverse people, ideas, and opinions to publish the experts, theories, and truths that matter.
Our purpose is to foster human progress through knowledge. We believe in encouraging and examining different ideas and voices, ensuring that work meeting our high standards is included in our publications. This involves open-mindedness, robust debate, and the courage to defend perspectives that withstand scrutiny. If you share this vision, we’d love to hear from you.
Would you like to be part of our customer journey?
We are seeking a Customer Service Representative to provide outstanding service to our internal and external customers as part of our global team. The role reports to the Customer Service Manager and involves managing day-to-day processes, collaborating across departments, and suggesting improvements to enhance customer satisfaction, productivity, or reduce costs.
What you'll be doing:
* Handling customer queries via phone, email, live chat, and in person, resolving issues in line with policies, KPIs, and best practices, aiming to increase first-time resolution and customer satisfaction.
* Processing invoices and quotes accurately, responding efficiently to customer requests, and escalating issues when necessary.
* Resolving product or service problems by clarifying issues, identifying root causes, explaining solutions, and following up to ensure resolution.
* Reviewing customer self-help portals and suggesting content improvements.
* Managing daily business processes and liaising with other departments.
* Proposing amendments to Standard Operating Procedures (SOP).
* Maintaining knowledge of policies, processes, and systems, and developing internal networks.
* Supporting team members and participating actively in meetings.
* Using Salesforce and SAP to manage customer contacts, workflows, and orders.
* Achieving personal objectives and working towards KPIs and quality standards.
What we're looking for:
Knowledge and Qualifications:
* Proficiency in Microsoft Office and ability to acquire technical/system knowledge.
* At least one year of customer service experience, preferably in an office setting.
* Experience working with KPIs/SLA standards.
* Strong problem-solving skills and a desire to achieve satisfactory outcomes.
* A good educational background, including English and Maths.
* Experience with CRM systems like Salesforce is a plus.
Skills and Behaviours:
* Results-driven with effective time management.
* Creative thinker with strong problem-solving abilities.
* Excellent verbal and written communication skills.
* Attention to detail, accuracy, and speed.
* Ability to work under pressure and meet deadlines.
* Team player with a positive attitude and flexibility.
* Self-motivated and proactive in performance improvement.
What we offer:
* Flexible hybrid working model (3 days in the office, 2 from home).
* 25 days annual leave plus birthday and Christmas days, and volunteering days.
* Well-being support, share matching scheme, life assurance, and health benefits.
Additional information:
* This role requires proximity to our offices in Milton Park, Oxfordshire, or Colchester.
* You must have the right to work in the UK.
* Application deadline: 05 June 2025. We review applications on a rolling basis and encourage early applications.
Training & Development:
We support your career growth through tailored development plans, coaching, and resources. The recruitment process may include screening, video exercises, and interviews, either virtually or in person.
Our commitment to diversity and inclusion:
We value diversity and strive to create an inclusive environment where everyone can thrive. We encourage applications from all backgrounds and experiences. For more information, visit our Careers Site or LinkedIn page.
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