Hybrid Customer Service Team Lead (7-month secondment)

Informa Group; Abingdon; Hybrid; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Hybrid working from home and office

25 days annual leave + birthday

Extra discretionary days at Christmas

Job summary

Taylor & Francis Group, an Informa Business, is seeking a Customer Service Team Lead on a 7-month secondment. The role combines home-based work with three days in the Milton Park, Oxfordshire offices, leading a global CS team to enhance satisfaction and efficiency.

You will drive process improvements, manage performance against SLAs, and support the Customer Service Manager in daily operations and project delivery.

Qualifications

• Demonstrated experience leading a Customer Service team.
• Track record of achieving KPI/SLA targets.
• Experience managing complex or escalated customer issues.
• Experience delivering process improvements in a CS environment.

Responsibilities

• Lead by example to drive excellent customer service and maintain policy alignment.
• Own complex/escalated queries to resolution, improve first time resolution.
• Manage workload and capacity across the team and global operations.
• Recruit, train, coach and develop team members; conduct reviews and 1-2-1s.
• Facilitate meetings and deliver presentations; drive improvement ideas.

Skills

Leadership

Customer service

KPI/SLA management

Project management

Tools

SAP

Salesforce

Job description

Taylor & Francis Group, an Informa Business, is seeking a Customer Service Team Lead on a 7-month secondment. The role combines home-based work with three days in the Milton Park, Oxfordshire offices, leading a global CS team to enhance satisfaction and efficiency.

You will drive process improvements, manage performance against SLAs, and support the Customer Service Manager in daily operations and project delivery.