Customer Service Team Lead (7 month secondment)

Informa Group; Abingdon; Hybrid; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Hybrid working from home and office

25 days annual leave + birthday

Extra discretionary days at Christmas

Job summary

Taylor & Francis Group, an Informa Business, is seeking a Customer Service Team Lead on a 7-month secondment. The role combines home-based work with three days in the Milton Park, Oxfordshire offices, leading a global CS team to enhance satisfaction and efficiency.

You will drive process improvements, manage performance against SLAs, and support the Customer Service Manager in daily operations and project delivery.

Qualifications

• Demonstrated experience leading a Customer Service team.
• Track record of achieving KPI/SLA targets.
• Experience managing complex or escalated customer issues.
• Experience delivering process improvements in a CS environment.

Responsibilities

• Lead by example to drive excellent customer service and maintain policy alignment.
• Own complex/escalated queries to resolution, improve first time resolution.
• Manage workload and capacity across the team and global operations.
• Recruit, train, coach and develop team members; conduct reviews and 1-2-1s.
• Facilitate meetings and deliver presentations; drive improvement ideas.

Skills

Leadership

Customer service

KPI/SLA management

Project management

Tools

SAP

Salesforce

Job description

Customer Service Team Lead (7 month secondment)

• Full-time

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.

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 Lead managing a team with a determination to drive for results.

This key role will work from home and from our offices in Oxfordshire 3 days 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 demonstrableprevious Customer Service leadership experience covering a variety of CS processes and including management of complex/challenging customer issues.

Closing date for applications: 20 November2026

Responsibilities will include:

• 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. Provide support within own team and to other teams as required.
• 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. You take steps to remove obstacles that prevent achievement of 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. You share knowledge/skills and available time beyond your team where needed. You set objectives, conduct reviews and regular 1-2-1’s to review progress, manage performance and support team members in their self-development.
• 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. You provide constructive feedback on new processes and developments. You are open to and embrace change and encourage others to do the same.
• 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.

Knowledge and Qualifications

• Advanced working knowledge of Microsoft Office and systems used within Customer Service systems (ideally SAP and Salesforce) with expertise to train new team members.
• 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 encouraging others to work to KPI’s/SLA’s.
• 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're offering 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 balanced, with 3days per week being office based. You will therefore need to be based within a commutable distance of our office in Milton Park, Oxfordshire.
• You must have the right to live and work in the UK.
• Closing date for applications:20 November2026