Customer Service Senior Representative (UK)
* Full-time
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 this involves encouraging diverse ideas and voices, ensuring that work meeting our high standards is included in our publications. This requires open minds, robust debate, and the courage to defend perspectives that stand up to scrutiny, even if they conflict with personal beliefs or values. This is how we find the best version of the truth and foster human progress. If you share this vision, we’d love to hear from you.
Taylor and Francis seeks an experienced customer service representative with supervisory potential for growth. This role is ideal for someone demonstrating core customer service competencies and looking to advance their career.
We seek ambitious individuals with a self-assured demeanor, inquisitive nature, and solution-oriented approach. We value a positive outlook and a desire to grow within a well-established organization. We will provide industry and on-the-job training; prior team-leading experience is not necessary. If you are an innate leader who enjoys customer service and demonstrates leadership daily, we encourage you to apply!
What you’ll be doing:
* Own customer queries via various channels, resolving them in line with policies, KPIs, and best practices, aiming to increase satisfaction and first-time resolution. Act as an escalation point for complex issues, including complaints, and prepare detailed reports in your area with minimal managerial assistance.
* Process orders, invoices, quotes, returns, and claims accurately and promptly, responding to customer queries and issues. Escalate as needed to team leaders and managers.
* Resolve product or service issues by clarifying customer problems, identifying root causes, explaining solutions, and expediting corrections. Aim to exceed customer expectations and proactively improve service.
* Review customer self-help portals post-contact and suggest content improvements.
* Manage daily processes, liaising with other departments as appropriate.
* Facilitate meetings and represent the department in stakeholder discussions, including delivering presentations.
* Create or suggest updates to Standard Operating Procedures (SOPs).
* Provide exceptional service, support colleagues, and identify training opportunities. Maintain advanced knowledge of policies, processes, and systems, leveraging internal networks to increase expertise.
* Monitor workload, review capacity, prioritize tasks, and assist colleagues proactively.
* Act as a role model by supporting, training, and coaching team members. Inspire others to deliver excellent customer service and share knowledge beyond the team.
* Contribute to department goals, collaborate on daily priorities, and address obstacles to objectives.
* Propose and implement process improvements to enhance customer satisfaction, productivity, or reduce costs. Use SAP/Salesforce to manage customer interactions according to best practices.
* Meet KPIs and quality targets, achieving personal objectives.
This role may also involve supporting projects and workload as needed by management.
What we're looking for:
* Proficiency in Microsoft Office, especially Excel.
* Previous customer service experience across diverse tasks.
* Experience working to KPIs/SLA’s and motivating others to do the same.
* Good education background, including English and Math.
* Understanding of related departments and external contacts.
* Advanced knowledge of SAP, Salesforce, and other customer service systems, including testing new functionalities.
* Strong grasp of process and product issues, capable of answering customer questions effectively.
* Experience managing projects.
What we offer in return:
* Excellent work/life balance with flexible working culture.
* 25 days annual leave plus a day off for your birthday.
* Additional discretionary days during the holiday season.
* Four paid volunteering days annually.
* Company-funded private medical insurance.
* Employee assistance program offering 24/7 support.
* Share Match plan with two free shares for every share purchased.
* Life assurance, optical, and medical care benefits.
What you should know:
* Closing date for applications: 03 September 2025
* Applications are shortlisted on a rolling basis; early applications are encouraged.
* This role is based in the UK; candidates must have the right to work in the UK.
Location: We promote face-to-face interaction at least three days a week in our offices in Abingdon or Colchester. Remote work is supported, and candidates should live within commuting distance to these locations.
Being Yourself at Taylor & Francis
If you’re excited about fostering human progress through knowledge, we welcome your application even if you don’t meet every requirement. We value diversity and inclusion and support flexible working arrangements.
Taylor & Francis is an Equal Opportunity Employer, committed to diversity and inclusion without regard to protected characteristics.
For more information, visit our Careers Site or our LinkedIn ‘Life’ Page. We encourage candidates to apply even if they meet most of the criteria, as they could be the perfect fit.
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