Customer Service Representative (Hybrid - 3x weekly on site)

Brightvision Capital Partners, LLC; England; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Customer Service Representative to join its dynamic team. This role involves providing exceptional service to customers through various channels while managing daily processes and workflows. You will collaborate with different departments to enhance customer satisfaction and efficiency. The ideal candidate will have a strong background in customer service, excellent communication skills, and a results-driven mindset. Join a forward-thinking company that values diversity and offers a flexible hybrid work model, generous leave, and opportunities for career growth.

Benefits

Flexible hybrid work model

25 days annual leave plus birthday leave

Volunteer days

Well-being support

Share plans

Health benefits

Qualifications

• At least one year of customer service experience, preferably in an office setting.
• Strong problem-solving skills and a desire to achieve positive outcomes for customers.

Responsibilities

• Owning customer queries via phone, email, live chat, and in person.
• Processing invoices and quotes accurately, responding to customer inquiries.
• Resolving product or service issues by identifying root causes.

Skills

Customer Service Experience

Problem-Solving Skills

Microsoft Office

Salesforce

Communication Skills

Attention to Detail

Education

Good Educational Background in English and Maths

Tools

Salesforce

SAP

Job description

Customer Service Representative (Hybrid - 3x weekly on site)

• Full-time

Taylor & Francis Group, an Informa Business

Informa is a leading academic publishing, business intelligence, knowledge, and events company, creating unique content and connectivity for customers worldwide. Listed on the London Stock Exchange and a member of the FTSE 100.

Taylor & Francis is one of the world's largest publishers of peer-reviewed scholarly journals, books, e-books, and reference works. We aim to empower learners, thinkers, and doers with trusted knowledge that advances research and enriches lives. Since 1798, we have been bringing diverse people, ideas, and opinions together to validate and publish important theories and truths.

Our purpose is to foster human progress through knowledge by encouraging open-minded debate and defending diverse perspectives to find the best truths. If you share this vision, we invite you to join us.

We are seeking a Customer Service Representative to provide outstanding service to our internal and external customers as part of our global team, managing daily processes and customer workflows, and collaborating with other departments to enhance satisfaction, productivity, and efficiency.

What you'll be doing:

1. Owning customer queries via phone, email, live chat, and in person, resolving them in accordance with policies, KPIs, and best practices, aiming to increase first-time resolution and customer satisfaction.
2. Processing invoices and quotes accurately, responding to customer inquiries, and escalating issues when necessary.
3. Resolving product or service issues by identifying root causes, explaining solutions, and following up to ensure resolution.
4. Reviewing and suggesting improvements for customer self-help portals.
5. Managing daily business processes and liaising with other departments.
6. Proposing updates to Standard Operating Procedures (SOPs).
7. Maintaining knowledge of policies, processes, and systems, and developing internal networks.
8. Supporting team members and participating actively in meetings.
9. Using Salesforce and SAP to manage customer contacts, workflows, and orders.
10. Achieving personal objectives and KPIs, including quality standards.

What we're looking for:

Knowledge and Qualifications

• Experience with Microsoft Office and technical/system knowledge acquisition.
• At least one year of customer service experience, preferably in an office setting.
• Experience working with KPIs/SLA standards.
• Strong problem-solving skills and a desire to achieve positive outcomes for customers.
• Good educational background including English and Maths.
• Experience with CRM systems like Salesforce is a plus.

Skills and Behaviours

• Results-driven with effective time management.
• Creative problem-solving abilities.
• Excellent verbal and written communication skills.
• Attention to detail, accuracy, and speed.
• Ability to work under pressure and meet deadlines.
• Team-oriented with a positive attitude.
• Self-motivated and proactive in performance improvement.

What we offer:

• Flexible hybrid work model: 3 days in the office, 2 days remote.
• 25 days annual leave plus birthday leave and discretionary holiday days.
• Volunteer days, well-being support, share plans, and health benefits.

Additional information:

• Based near Milton Park, Oxfordshire or Colchester, with a requirement to be within commuting distance.
• Right to work in the UK required.
• Application deadline: 20 May 2025, with rolling reviews and interviews.

Training & Development:

We support your career growth with tailored development plans, coaching, and resources to help you achieve your goals.

Our commitment to diversity and inclusion:

We value diversity and are committed to creating an inclusive environment where all colleagues can thrive and be themselves. We encourage applications from all backgrounds and experiences.

For more info, visit our Careers Site: http://www.taylorandfrancisgroup.com/careers