Customer Success Specialist

Informagroupplc; Abingdon; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Private medical insurance

Pension plan

Life assurance

Employee assistance

Job summary

Taylor and Francis is seeking an experienced Customer Success Specialist to ensure customers achieve desired outcomes with our products and services. You will be the primary support contact for assigned strategic accounts, driving satisfaction, first-time resolution, and low effort through proactive engagement.

You will handle queries across phone, email, live chat, and in person, coordinate with Commercial colleagues, and advocate for customers’ business objectives.

Qualifications

• Experience with customer service across multiple channels.
• Solid understanding of KPIs and SLAs.
• Strong communication and problem-solving abilities.

Responsibilities

• Owns customer queries from intake to resolution across channels.
• Builds and maintains relationships with strategic accounts.
• Advocates for customers and aligns their objectives with company offerings.
• Monitors accounts, conducts regular reviews with Commercial colleagues.
• Uses SAP/Salesforce to manage orders and contacts.

Skills

Excel advanced

Customer service

SLA/KPI knowledge

MS Office

Relationship mgmt

Education

English & Maths proficiency

Tools

SAP

Salesforce

Job description

Taylor and Francis is looking for an experienced Customer Success Specialist. This role is for someone who demonstrates core customer service competencies and is looking to take the next step in their career.

We are looking for ambitious individuals to be responsible for ensuring customers achieve their desired outcomes while using our products and services. This role serves as the primary Customer Service contact for assigned strategic accounts, driving customer satisfaction, first-time resolution, and low effort through proactive engagement and exceptional support.

What you'll be doing:

• Take ownership of customer queries received via phone, email, live chat, and in person through to resolution in line with policies/procedures, KPI's and Customer First training best practices. Striving to increase customer satisfaction/first-time resolution and reduce the need for customers to contact.
• Be the primary Customer Service contact for assigned strategic accounts, building and maintaining strong, long-lasting customer relationships through effective communication and engagement.
• Serve as the trusted advisor and advocate for customers, understanding their business objectives and challenges.
• Manage and monitor assigned customer accounts, proactively addressing any concerns or risks, conducting regular check-ins and account reviews with Commercial colleagues.
• Take ownership of customer queries through to resolution in line with policies/procedures, KPI's, and Customer First training best practice. Striving to increase customer satisfaction/first-time resolution, and reduce the need for customers to contact.
• Take responsibility for the processing of orders, invoices, quotes, returns, and claims in a timely and accurate manner, responding appropriately and swiftly to queries, problems, and special requests from customers, and accelerating these to team leaders and managers where appropriate.
• Resolve product or service problems/queries by clarifying customer issues, determining the root cause of the problem, selecting and explaining the best solution to the problem, expediting corrections/adjustments, and following up to ensure resolution.
• On the back of customer contacts review the customer self-help portals (where they exist) and suggest new content or amendments to the relevant team.
• Manage day-to-day business processes, liaising with other departments where appropriate.
• Create and update Standard Operating Procedures (SOP) or suggest amendments to relevant teams.
• Maintain knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.
• Playing an active role in the achievement of department goals by assisting with all types of work across the department as needed. Work effectively with the team to achieve individual, team, and departmental objectives, sharing knowledge and skills as appropriate.
• Providing support to team members, assisting with training as appropriate.
• Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction, increase productivity, or reduce costs.
• Using SAP/Salesforce to manage orders and customer contacts and workflow in line with the SOP.
• Working to agreed KPIs and targets, including quality assurance.
• You achieve personal objectives and work to agreed KPIs and targets, including quality assurance.

What we're looking for:

• Experience of Microsoft Office, including advanced knowledge of Excel.
• Previous Customer Service experience across a wide breadth of customer service tasks.
• Experience of working to KPI's/SLA's and encouraging others to.
• A good standard of Education including English and Maths.
• Understanding of the role of related departments with a range of contacts outside and within Customer Service.
• Advanced knowledge of SAP, Salesforce, and other CS systems. You are a super user and test new functionality.
• A solid grasp of process and product-related issues and can effectively answer all customer questions without difficulty.
• Experience of managing projects.

What we offer in return:

• Competitive salary
• An excellent work/life balance with a fantastic, flexible working culture
• 25 days annual leave per year plus a day off for your birthday
• 3 additional discretionary days off during the holiday season at the end of the year
• 4 paid volunteering days each year
• Company funded single cover private medical insurance
• 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:

Closing date for applications: 18 September 2026

This role will be based in the UK and you must have the right to live and work in the UK

This is a hybrid position that will require on site reporting at least 3x weekly. As such, we can only consider candidates within a reasonable commuting distance to our Abingdon location

Please note: Our Milton