Customer Retention Specialist

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 Group produces high quality, peer reviewed books and journals. We produce unique, trusted content by expert authors, spreading knowledge and promoting discovery globally. We aim to broaden thinking and advance understanding, providing academics and professionals with a platform to share ideas and realise their individual potential.

We have an excellent and exciting opportunity for a Customer Retention Specialist to join our Customer Services team. Working with the Customer Retention Manager you will be responsible for proactive relationship building with existing customers and agents to preserve long term customer satisfaction.

Whilst preparing bespoke customer renewal quotes, you will work collaboratively with internal teams such as Marketing where you will help develop and launch retention campaigns, you will also work alongside our Sales and Shared Services teams to seek payments and raising invoices all in a timely manner.

This is a fantastic role for an individual who prides themselves with excellent account management experience, a thorough analytical approach and strong communication skills.

Closing date for applications: 23rd July 2021

What you’ll be doing:

• Work closely with the Retention Manager to manage a group of account managed customers in the UK/Europe, in addition handle the retention chasing across the global team to ensure maximum revenue and customer usage.
• Review and manage the retention queue daily workload, including live chat support & functionality improvements, QA and DSAT
• Support the Customer Retention Manager or other colleagues as the need arises to assist with team working and projects across the business area
• Encourage improvements to current processes and campaigns and take the lead in the implementation and the training documents to support the new process
• Attend internal meetings as required, representing the Customer and Customer Services Department. Ensure notes are taken and actions are communicated as needed
• Meet all turnaround times, daily/weekly targets and quality expectations. Daily management of own workload including prioritisation
• Meet the required proficiency level outlined for specialist role, including the KPI and service expectations for all tasks and interactions with customers in line with policies/procedures.

What we’re looking for:

The ideal candidate will have:

• Sophisticated excel skills for reporting and analysis are essential
• Experience in retention or account management is crucial
• A consistent record of delivering high quality customer service
• High level of expertise on of a variety of customer service and subscription related systems
• Be able to work under pressure and meet deadlines
• Experience delivering solutions and problem solving
• Experience of crafting external communications to customers.

Skills and Behaviours Required

• Customer Focus: Used to putting the customer at the heart of decisions
• Communication: Able to communicate at all levels, both internally and externally
• Accountability: Consistent record of meeting/beating commercial targets
• Innovation: A critical and creative thinker, who seeks opportunities to deliver improvements.

• 25 days annual leave (3 additional days at Christmas)
• 4 volunteering days annually
• Day off for your birthday
• Pension contributions
• Seasonal social and charitable events
• Training and development

You must have the right to work and live in the United Kingdom. This role is open to candidates in all locations across the UK. T&F has multiple options for how employees can work based on their role – be that in the office, at home or somewhere in between.

At Taylor & Francis we care about our colleagues, promoting work-life balance, wellbeing and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about.

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.

We know that sometimes the ’perfect candidate’ doesn’t exist, and that people can be put off applying for a job if they don’t fit all the requirements. If you’re excited about working for us and have most of the skills or experience we’re looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, colour, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, citizenship, or other protected characteristics under local law. This role may also be available on a flexible working or part time basis – please ask the Talent Acquisition team for more information.

To find out more about our business and the great career opportunities please go to our Careers Site: http://www.taylorandfrancisgroup.com/careers