Customer Services Representative

Informa PLC; Milton Heights; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading publishing company is looking for a Customer Service Representative in Milton Heights, UK. This hybrid role offers 2 days remote and 3 days in office. The successful candidate will manage customer queries, process orders, and resolve issues while ensuring high-quality service. Ideal applicants will have a background in customer service, strong communication skills, and the ability to work efficiently under pressure. Benefits include generous leave, a pension scheme, and wellness support.

Benefits

25 days annual leave plus birthday off

Paid volunteering days

Employee assistance programme

Pension scheme

Life assurance, optical and medical care

Qualifications

• Previous customer service experience preferred.
• Experience achieving KPI's/SLA's.
• Able to multi-task and work on multiple systems/programs efficiently.
• Great attention to detail, maintaining accuracy and speed.
• Ability to work under pressure with minimal supervision.

Responsibilities

• Own customer queries received via phone and email.
• Process orders, invoices, and quotes accurately.
• Resolve product or service problems effectively.
• Review customer self-help portals for improvements.
• Maintain knowledge of department policies.

Skills

Customer service experience

Problem-solving skills

Excellent communication skills

Attention to detail

Multi-tasking ability

Team player

Microsoft Office proficiency

SAP experience

Salesforce experience

Typing speed (40 wpm)

Tools

Salesforce

SAP

Microsoft Excel

Job description

Overview

Customer Service Representative role located in Milton Park, Abingdon UK. Hybrid working: 2 days remote, 3 days in office. Close proximity to Oxfordshire required.

Responsibilities

• Own customer queries received via phone, email, KPI's and Customer First training best practice.
• Process orders, invoices, quotes in a timely and accurate manner, responding swiftly to queries, problems and special requests.
• Resolve product or service problems by clarifying issues, determining root cause, selecting and explaining the best solution, expediting corrections/adjustments and following up to ensure resolution.
• Review customer self‑help portals and suggest new content or amendments to the relevant team.
• Manage day‑to‑day business processes and liaise with other departments where appropriate.
• Suggest amendments to Standard Operating Procedures (SOP).
• Maintain knowledge of department policies, procedures and systems, building an internal network to increase knowledge.
• Participate actively in meetings, expressing viewpoints and listening to others.
• Suggest improvement ideas and assist with implementation to improve customer satisfaction, increase productivity or reduce costs.
• Use Salesforce to manage customer contacts and workflow in line with the SOP.
• Use SAP/Salesforce to manage orders/invoicing.
• Meet personal objectives, work to agreed KPI's and targets including quality assurance.

Qualifications

• Previous customer service experience preferred.
• Experience achieving KPI's/SLA's.
• Able to multi‑task and work on multiple systems/programs efficiently.
• Problem‑solving skills.
• Excellent verbal and written communication skills in English and ability to communicate clearly and concisely.
• Great attention to detail, maintaining accuracy and speed.
• Ability to work under pressure to deadlines with minimal supervision.
• A team player, building good working relationships and retaining a positive attitude towards colleagues.
• Experience with Microsoft Office and Microsoft Excel.
• Experience with SAP and Salesforce is preferable.
• Able to type at least 40 wpm.

Benefits

• 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.

Equal Opportunity

Taylor & Francis is a proud equal opportunity employer.