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 currently have a permanent opportunity for a Customer Service Executive to work as an integral part of our Open Research Team by providing outstanding Customer Service to both 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: 18th November 2021.

What will you 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. 
• 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 and following up to ensure resolution.
• 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, liaising with the Shared Service Centres where appropriate.
• Creating and updating Standard Operating Procedures (SOP) or suggesting amendments to relevant teams.
• Maintaining knowledge of department policies, processes, procedures and systems used, developing an 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. Work effectively with the team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
• Providing support to team members, assisting with training if appropriate.
• Suggesting improvement ideas and assisting with 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.
• Working to agreed KPI’s and targets including quality assurance.

In addition to the above this role may also be required to help on projects and workload as determined by business needs and the Manager.

What we are looking for:

• Previous Customer Service experience
• Experience of working to KPI’s/SLA’s.
• A determination to drive for results and effective time management skills.
• Creative thinking ability with proven problem-solving skills.
• Excellent verbal and written communication skills and be able to communicate clearly and concisely. 
• Great attention for detail, maintaining accuracy and speed.
• The ability to work under pressure to deadlines with minimal supervision.
• A team player, building good working relationships and retaining a positive attitude towards your work and colleagues.
• Experience of Microsoft Office

Additional information

• Salary up to £25,000 based on experience level
• 25 days annual leave (3 additional discretionary 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/careers