Customer Service Team Lead — Hybrid/Remote, Drive Excellence

Taylor-and-Franci; Abingdon; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Hybrid working from home and office

25 days annual leave + birthday day

Volunteer days

Life assurance

Share Match

Wellbeing support

Job summary

Taylor & Francis Group, part of Informa, is seeking a Customer Service Team Lead to guide a global team from home and three days a week from our Milton Park office in Oxfordshire. You will drive excellent customer service, lead by example, and implement process improvements across CS workflows.

The role reports to the Customer Service Manager and requires demonstrable leadership in CS processes, KPI/SLA governance, and cross-functional collaboration to enhance satisfaction and first-time

Qualifications

• Advanced working knowledge of Microsoft Office and CS systems with ability to train new team members.
• Experience leading customer service teams and handling complex issues with a KPI/SLA focus.
• Experience managing projects and coordinating contributions across levels.

Responsibilities

• Lead by example to deliver excellent customer service in line with policies.
• Own and resolve complex/escalated queries to improve first-time resolution.
• Manage workload and capacity across the global team.
• Recruit, train, coach and perform 1-2-1 reviews with team members.
• Facilitate meetings and deliver presentations to stakeholders.
• Drive process improvements to boost customer satisfaction and reduce costs.
• Oversee assigned projects, plan milestones, and ensure timely delivery.
• Prepare and distribute monthly performance reports.

Skills

MS Office

KPI & SLA management

People leadership

Process improvement

Communication skills

Education

Bachelor's degree (preferred)

Tools

SAP

Salesforce

Job description

Taylor & Francis Group, part of Informa, is seeking a Customer Service Team Lead to guide a global team from home and three days a week from our Milton Park office in Oxfordshire. You will drive excellent customer service, lead by example, and implement process improvements across CS workflows.

The role reports to the Customer Service Manager and requires demonstrable leadership in CS processes, KPI/SLA governance, and cross-functional collaboration to enhance satisfaction and first-time