Hybrid Customer Service Team Lead

Taylor and Francis; Milton; Hybrid; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Hybrid working

Flexible working

Birthday leave

Job summary

Taylor & Francis Group, part of Informa, is seeking a Customer Service Team Lead (7 month secondment) with hybrid work from Milton Park, Oxfordshire. You will guide a global CS team, manage escalations, and drive process improvements to enhance customer satisfaction and first-time resolution.

The role reports to the Customer Service Manager and requires strong leadership, project management, and stakeholder collaboration across departments. Closing date 20 November 2026.

Qualifications

• Advanced working knowledge of Microsoft Office and CS systems (SAP/Salesforce) with ability to train new team members.
• Experience in Customer Service leadership covering various CS processes and management of complex issues with KPI/SLA focus.
• Experience in managing projects and engaging contributors at all levels.
• Proven ability to supervise colleagues with experience in CS metrics and SLAs.
• Understanding and experience with Lean 6 Sigma is preferred, and cross-department collaboration.

Responsibilities

• Lead by example to deliver excellent customer service per policy and promote teamwork.
• Own complex/escalated queries through to resolution to improve first-time resolution.
• Manage workload and capacity globally in collaboration with management to meet priorities.
• Recruit, train and coach team members; conduct reviews and 1-2-1s.
• Facilitate meetings and deliver presentations.
• Drive improvement ideas to reduce queries, increase productivity or reduce costs.
• Own projects, plan and manage milestones, deliver on time.
• Oversee monthly performance reporting and ensure cascaded reporting.

Skills

Customer service leadership

People management

KPI / SLA management

Process improvement

Presentation skills

Stakeholder management

Education

Lean 6 Sigma knowledge

Tools

SAP

Salesforce

Job description

Taylor & Francis Group, part of Informa, is seeking a Customer Service Team Lead (7 month secondment) with hybrid work from Milton Park, Oxfordshire. You will guide a global CS team, manage escalations, and drive process improvements to enhance customer satisfaction and first-time resolution.

The role reports to the Customer Service Manager and requires strong leadership, project management, and stakeholder collaboration across departments. Closing date 20 November 2026.