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.
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.
Job Description
Every day millions of people read our content. Would you like to be part of our customer journey?
Are you ready to be a Customer Service Team Leader managing a team with a determination to drive for results?
This key role will work from home and from our offices in Oxfordshire or Colchester twice a week. You will lead by example to encourage and inspire others to provide excellent customer service in line with best practice and company policy and procedures.
The position reports to the Customer Service Manager and will work as part of a global Customer Service team, collaborating to manage day to day business processes and customer workflows liaising with other departments where appropriate. Investigating and driving forward the implementation of process improvements to improve customer satisfaction, first time resolution, and reduce customer effort will be a key requirement.
The successful candidate should have demonstrable previous Customer Service leadership experience covering a variety of CS processes and including management of complex/challenging customer issues.
Closing date for applications: 30 January 2025
What you'll be doing:
* Leading by example to encourage and inspire others to provide excellent customer service in line with best practice and company policy and procedures. Promoting team work & collaboration to effectively achieve individual, team and departmental objectives, sharing knowledge and skills.
* Taking ownership of complex/escalated customer queries through to resolution, striving to increase customer satisfaction/first time resolution and reduce the need for customers to contact.
* Managing workload, reviewing capacity globally and in collaboration with the management team ensuring your team/department handles day-to-day priorities and department objectives.
* Recruiting new team members. Providing support, training and coaching to members of the team. You inspire others to deliver excellent customer service and encourage others to participate/learn.
* Facilitating meetings and delivering presentations.
* Proactively creating and developing improvement ideas and driving forward the implementation of those ideas to improve customer satisfaction, reduce queries, increase productivity or reduce costs.
* Taking ownership for assigned projects, planning and managing, delivering milestones on time.
* Managing monthly reporting and other performance reports to ensure they are compiled and cascaded by agreed deadlines.
Qualifications
What we're looking for:
* Advanced working knowledge of Microsoft Office and systems used within Customer Service systems (ideally SAP and Salesforce).
* Demonstrable previous Customer Service experience in an office environment covering a variety of CS processes and including management of complex/challenging customer issues.
* Experience of managing projects, engaging contributors at all levels.
* Proven evidence of your ability to supervise colleagues with experience of encouraging others to work to Service Level Agreements and CS metrics.
* Ideally, understanding and experience using Lean 6 Sigma methodology.
* Understanding of the role of related departments and have a range of contacts outside and within Customer Service.
Additional Information
What we offer in return:
* An excellent work/life balance with a fantastic, flexible working culture and hybrid working from home and office.
* 25 days annual leave per year plus an extra day off each year for your birthday.
* 3 additional discretionary days for Christmas each year.
* 4 paid volunteering days each year.
* Employee assistance programme - Offering 24/7 well-being support.
* Share Match - Plan that matches every share purchased with two free shares.
* Life assurance, plus optical and medical care.
What you should know:
* This role will be mainly home based, with 1-2 days per week being office based. You will therefore need to be based within a commutable distance of our office in Milton Park, Oxfordshire or Colchester, Essex.
* You must have the right to live and work in the UK.
* Closing date for applications:30 January 2025
Training And Professional Development:
We’re passionate about ensuring you have all the tools and resources at your fingertips to reach your short and long-term career goals. We’ll support you in your journey by working together on your own bespoke Taylor & Francis Development Plan.
Once you have submitted your application, we may get in touch with you for an initial screening conversation or ask you to complete a short video screening exercise to enable us to better understand your skills, experience, and motivation.
Being "you" at Taylor & Francis
We want all our candidates to shine in our recruitment process. Please let us know if there is anything we can do to ensure you are able to show us your best self. This could include having the application form in a different format, more time for questions, or anything else – please ask us, we are happy to be flexible!
Here at Taylor & Francis, we know that many times the 'perfect candidate' doesn't exist, and that people can feel discouraged about applying for a job if they don't fit all the requirements. We encourage you to apply if you're excited about working for us and have some of the skills or experience we're looking for.
Taylor & Francis is proud to be an Equal Opportunity Employer. We strongly believe in the value of diversity in people and thought. We strive to foster a supportive and inclusive environment where our colleagues can learn, develop, and succeed.
To find out more about our business and the great career opportunities please go to our Careers Site: http://www.taylorandfrancisgroup.com/careers.
#J-18808-Ljbffr