Customer Service Team Lead (7 month secondment)

Informagroupplc; Milton; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Pension scheme

Life assurance

Optical and medical care

Employee assistance programme

Share Match

Job summary

Taylor & Francis seeks a Customer Service Team Lead to manage a global CS team, driving best practice and continuous improvement. The role blends home-based work with 3 days in the Milton Park office, reporting to the Customer Service Manager and aligning with company policy and procedures.

You will oversee escalation handling, KPI/SLA adherence, and cross-functional collaboration to enhance satisfaction and first-time resolution while mentoring colleagues and delivering targeted improvements.

Qualifications

• Demonstrable leadership of a customer service team in a target-driven environment.
• Experience resolving complex customer issues and driving first-time resolution.
• Proven ability to train, coach and develop team members.

Responsibilities

• Lead the Customer Service team to deliver excellent service aligned with policy.
• Own complex/escalated queries and drive resolution to improve satisfaction.
• Manage workload and capacity, ensuring priorities are met globally.
• Recruit, train and coach team members; conduct reviews and 1-2-1s.
• Facilitate meetings, deliver presentations, and drive process improvements.
• Own projects and milestones; manage monthly performance reporting.

Skills

Leadership

Customer service

MS Office

SAP

Salesforce

KPI/SLA management

Tools

SAP

Salesforce

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 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 demonstrable previous Customer Service leadership experience covering a variety of CS processes and including management of complex/challenging customer issues.

Closing date for applications: 20 November 2026

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.
• Pension scheme
• Life assurance, plus optical and medical care.

What you should know:

• This role will be balanced, with 3 days 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 November 2026 Applications are reviewed on a rolling basis and interviews will be conducted throughout the duration of the recruitment process. We encourage all interested applicants to apply as soon as possible.

Work/life balance: At Taylor & Francis we care about our colleagues, promoting work-life balance, wellbeing, and flexible working. You will be joining a thriving