Hybrid CS Team Lead: Lead, Improve & Delight Customers

Taylor And Francis; Milton; Hybrid; GBP 42.000 - 54.000; Vollzeit

Benefits dieser Stelle

Flexible hybrid work

25 days annual leave

Birthday day off

Discretionary Christmas days

Volunteer days

Employee assistance programme

Share Match

Pension scheme

Life assurance & health benefits

Zusammenfassung

Taylor & Francis is seeking a Customer Service Team Lead to manage a global CS workflow from home and offices in Oxfordshire (Milton Park) three days a week. You will lead by example, drive improvements, and ensure excellent customer service.

Strong CS leadership and experience with SAP/Salesforce are required, with a focus on KPI achievement and customer satisfaction. You will report to the Customer Service Manager and collaborate across departments.

Qualifikationen

• Advanced working knowledge of Microsoft Office and CS systems (SAP/Salesforce).
• Experience leading customer service across multiple processes and handling complex queries.
• Experience in project management and cross-functional collaboration.
• Evidence of supervising colleagues and achieving SLA targets.
• Lean 6 Sigma knowledge is a plus.

Aufgaben

• Lead and inspire a CS team to deliver excellent service in line with policy.
• Own complex/escalated queries to improve first-time resolution.
• Manage workload and capacity, remove blockers, and meet objectives.
• Recruit, train, coach, and review team members with regular 1-2-1s.
• Facilitate meetings and drive process improvement initiatives.
• Plan and deliver projects with milestones and timely reporting.

Kenntnisse

Office & CS systems proficiency

Customer service leadership

KPI/SLA focus

Project management

Lean 6 Sigma (desirable)

Ausbildung

Experience in office environment with CS processes

Tools

SAP

Salesforce

Jobbeschreibung

Taylor & Francis is seeking a Customer Service Team Lead to manage a global CS workflow from home and offices in Oxfordshire (Milton Park) three days a week. You will lead by example, drive improvements, and ensure excellent customer service.

Strong CS leadership and experience with SAP/Salesforce are required, with a focus on KPI achievement and customer satisfaction. You will report to the Customer Service Manager and collaborate across departments.