Hybrid Customer Service Team Lead — Drive Excellence & Growth

Informa Group; Abingdon; Hybride; GBP 42 000 - 54 000; Plein temps

Avantages offerts par ce poste

Work-life balance

Flexible working

Hybrid work from home and office

25 days annual leave

Birthday leave

Christmas discretionary days

Volunteering days

Employee assistance programme

Share match

Life assurance

Résumé du poste

Taylor & Francis Group an Informa Business is seeking a Customer Service Team Lead. You will manage a team delivering high-quality customer service from home and three days a week in the Oxfordshire offices, ensuring processes align with policy and improve customer satisfaction.

The role reports to the Customer Service Manager within a global team, focusing on day-to-day workflows, cross-department collaboration, and driving improvements to reduce customer effort.

Qualifications

• Demonstrated previous Customer Service leadership experience in an office environment.
• Experience managing complex/challenging customer issues and driving KPIs/SLA performance.
• Experience in projects and cross-functional collaboration.

Responsabilités

• Lead by example to deliver excellent customer service and achieve team objectives.
• Own and resolve complex/escalated customer queries to improve first-time resolution.
• Manage workload and capacity across the global team in collaboration with management.
• Recruit, train and coach team members; conduct regular reviews and 1-2-1s.
• Facilitate meetings and deliver presentations; drive process improvements.

Connaissances

Customer service leadership

KPI/SLA awareness

Project management

Team supervision

Change management

Outils

SAP

Salesforce

Description du poste

Taylor & Francis Group an Informa Business is seeking a Customer Service Team Lead. You will manage a team delivering high-quality customer service from home and three days a week in the Oxfordshire offices, ensuring processes align with policy and improve customer satisfaction.

The role reports to the Customer Service Manager within a global team, focusing on day-to-day workflows, cross-department collaboration, and driving improvements to reduce customer effort.