Customer Service Representative (Hybrid - 3x per week on site)

Taylor & Francis Group; Portsmouth; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Flexible hybrid work model

25 days annual leave plus extra days for birthday and Christmas

Volunteering days

Wellbeing support

Share matching

Pension and health benefits

Job summary

A leading academic publishing company is seeking a Customer Service Representative to provide outstanding service to customers. This role involves managing queries, processing invoices, and collaborating across departments to enhance customer satisfaction. Applicants should have at least one year of customer service experience and proficiency in Microsoft Office.

Qualifications

• At least one year of customer service experience, preferably in an office setting.
• Experience working with KPIs and SLAs.
• Good educational background.

Responsibilities

• Handle customer queries via phone, email, live chat, and in person.
• Process invoices and quotes accurately.
• Resolve product or service issues by identifying root causes.

Skills

Problem-solving

Communication

Time Management

Detail-oriented

Education

Competence in English and Maths

Tools

Salesforce

SAP

Microsoft Office

Job description

Customer Service Representative (Hybrid - 3x per week on site)

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Taylor & Francis Group, an Informa Business

Informa is a leading academic publishing, business intelligence, knowledge, and events company, 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 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 ideas and opinions to publish the truths that matter.

Our purpose is to foster human progress through knowledge. We believe in encouraging and examining different ideas and voices, ensuring only work that meets our high standards is published. This involves open-mindedness, robust debate, and the courage to defend well-founded perspectives, even if they conflict with personal beliefs. If you share this vision, we’d love to hear from you.

Job Description

Every day, millions of people read our content. Would you like to be part of this customer journey?

We are seeking a Customer Service Representative to join our global team, providing outstanding service to internal and external customers. Reporting to the Customer Service Manager, you will collaborate across departments, manage daily processes, and contribute to improving customer satisfaction, productivity, and cost efficiency.

What you'll be doing:

1. Handle customer queries via phone, email, live chat, and in person, resolving issues in accordance with policies, KPIs, and best practices, aiming for first contact resolution.
2. Process invoices and quotes accurately, responding to customer queries and escalating issues when necessary.
3. Resolve product or service issues by identifying root causes, explaining solutions, and following up to ensure resolution.
4. Review and update customer self-help portals based on customer interactions.
5. Manage business processes and liaise with other departments as needed.
6. Suggest and help implement improvements to SOPs and workflows.
7. Maintain knowledge of policies, processes, and systems, developing internal networks to enhance expertise.
8. Support team members and actively participate in meetings, sharing insights and feedback.
9. Utilize Salesforce and SAP for managing contacts, workflows, and orders, ensuring adherence to SOPs.
10. Meet personal objectives and KPIs, including quality standards.

Qualifications

Knowledge and Experience:

• Proficiency in Microsoft Office and ability to quickly learn new systems.
• At least one year of customer service experience, preferably in an office setting.
• Experience working with KPIs and SLAs.
• Strong problem-solving skills and a customer-focused approach.
• Good educational background, including competence in English and Maths.
• Experience with CRM systems like Salesforce is advantageous.

Skills and Behaviors:

• Results-driven with effective time management.
• Creative problem solver with excellent communication skills.
• Detail-oriented, accurate, and efficient.
• Ability to work under pressure and meet deadlines with minimal supervision.
• Team player with a positive attitude and flexibility.
• Self-motivated to improve performance continuously.

Additional Information

We offer a flexible hybrid work model (3 days in the office, 2 from home), 25 days annual leave plus extra days for your birthday and Christmas, volunteering days, wellbeing support, share matching, pension, and health benefits.

Applicants must be based within a reasonable commute of our offices in Milton Park, Oxfordshire, or Colchester, and have the right to work in the UK.

Application deadline: 05 June 2025. We review applications on a rolling basis and encourage early applications.