Senior Customer Service Executive

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 operates globally and 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 realize their individual potential.

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

We have a permanent opportunity for two Senior Customer Service Executives to join our Customer Service team.

You will work as an integral part of the department by providing outstanding customer service to our internal and external customers.

This role will be mainly home based, with approximately 1 day per week being office based. You will therefore need to be based within a commutable distance of our office in Milton Park, Oxfordshire.

Closing date for applications: 4th February 2022.

What you will be doing:

• Taking 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. Acting as an escalation point to help resolve complex customer queries.
• Resolving product or service problems/queries by clarifying customer issues, determining the root cause of problem, selecting and explaining the best solution to the problem, expediting corrections/adjustments. You take responsibility to follow through on customer issues; monitoring and continually improving customer service.
• 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 and customer workflows liaising with the Shared Service Centres where appropriate. Investigating and implementing process improvements
• Creating and updating Standard Operating Procedures (SOP) or suggesting amendments to relevant teams.
• Maintaining an advanced knowledge of department policies, processes, procedures and systems with an established 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. You anticipate the need for team flexibility and work effectively with the team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate
• You monitor workload, review capacity and collaborate within your team/department to handle day-to-day priorities, KPI’s/SLA’s and department objectives. You seek advice and take steps to remove obstacles that prevent achievement of objectives.
• You go above and beyond, acting as a role model and providing support, training and coaching to other members of the team. You inspire others to deliver excellent customer service and encourage others to participate/learn. You share knowledge/skills and available time beyond your team where needed.
• Facilitating meetings and delivering presentations.
• Proactively creating and developing improvement ideas and driving forward the implementation of those ideas to improve customer satisfaction, increase productivity or reduce costs.
• Using Salesforce to manage customer contacts and workflow in line with the SOP and encouraging others to use effectively in line with best practice.
• Working to agreed KPI’s and targets including quality assurance.
• Take ownership for assigned projects, planning and managing, delivering milestones on time.

In addition to the above this role will be expected to help with other workload as determined by business needs and the Manager.

What we are looking for:

• Good working knowledge of Microsoft Office and systems used within Customer Service systems with expertise to assist less experienced colleagues.
• Previous Customer Service experience in an office environment including management of complex/challenging customer issues. You have some cross-training experience in other departments/teams.
• Experience of encouraging others to work to KPI’s/SLA’s.
• A good standard of Education including English and Maths.
• Experience of managing projects.

What we offer in return:

• 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. This role will be mainly home based, with approximately 1 day per week being office based. You will therefore need to be based within a commutable distance of our office in Milton Park, Oxfordshire,

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/care