Hybrid Customer Service Team Lead: Drive Resolution

Informagroupplc; Milton; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Pension scheme

Life assurance

Optical and medical care

Employee assistance programme

Share Match

Job summary

Taylor & Francis seeks a Customer Service Team Lead to manage a global CS team, driving best practice and continuous improvement. The role blends home-based work with 3 days in the Milton Park office, reporting to the Customer Service Manager and aligning with company policy and procedures.

You will oversee escalation handling, KPI/SLA adherence, and cross-functional collaboration to enhance satisfaction and first-time resolution while mentoring colleagues and delivering targeted improvements.

Qualifications

• Demonstrable leadership of a customer service team in a target-driven environment.
• Experience resolving complex customer issues and driving first-time resolution.
• Proven ability to train, coach and develop team members.

Responsibilities

• Lead the Customer Service team to deliver excellent service aligned with policy.
• Own complex/escalated queries and drive resolution to improve satisfaction.
• Manage workload and capacity, ensuring priorities are met globally.
• Recruit, train and coach team members; conduct reviews and 1-2-1s.
• Facilitate meetings, deliver presentations, and drive process improvements.
• Own projects and milestones; manage monthly performance reporting.

Skills

Leadership

Customer service

MS Office

SAP

Salesforce

KPI/SLA management

Tools

SAP

Salesforce

Job description

Taylor & Francis seeks a Customer Service Team Lead to manage a global CS team, driving best practice and continuous improvement. The role blends home-based work with 3 days in the Milton Park office, reporting to the Customer Service Manager and aligning with company policy and procedures.

You will oversee escalation handling, KPI/SLA adherence, and cross-functional collaboration to enhance satisfaction and first-time resolution while mentoring colleagues and delivering targeted improvements.