Hybrid Customer Service Team Lead: Inspire & Resolve

Informa Group Plc.; Milton; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Hybrid working from home and office

25 days annual leave + birthday

3 discretionary days for Christmas

4 volunteering days per year

Employee assistance programme

Share Match

Pension scheme

Life assurance and medical cover

Job summary

Taylor & Francis Group, part of Informa, is seeking a Customer Service Team Lead to drive excellence across global workflows from Milton Park, Oxfordshire, with a 3 days per week office presence and hybrid home working.

You will lead the team, manage complex customer issues, implement process improvements, and work with SAP/Salesforce and KPI/SLA targets while reporting to the Customer Service Manager. Rolling applications and development opportunities are offered.

Qualifications

• Advanced knowledge of Microsoft Office and CS systems (SAP/Salesforce)
• Experience leading customer service teams and managing KPI/SLA performance
• Experience managing projects and coordinating across departments with stakeholders

Responsibilities

• Lead by example to deliver excellent customer service and promote teamwork.
• Own complex/escalated inquiries through to resolution to improve first-time resolution.
• Manage workload and capacity across the team to meet objectives and remove obstacles.
• Recruit, train and coach team members, conduct reviews and 1-2-1s to support development.
• Facilitate meetings and deliver presentations.
• Drive process improvements to enhance customer satisfaction, reduce queries, and cut costs.
• Own assigned projects, plan milestones and ensure timely delivery.
• Manage monthly reporting and performance dashboards.

Skills

Leadership

Customer service

KPI & SLA management

Project management

Tools

SAP

Salesforce

Job description

Taylor & Francis Group, part of Informa, is seeking a Customer Service Team Lead to drive excellence across global workflows from Milton Park, Oxfordshire, with a 3 days per week office presence and hybrid home working.

You will lead the team, manage complex customer issues, implement process improvements, and work with SAP/Salesforce and KPI/SLA targets while reporting to the Customer Service Manager. Rolling applications and development opportunities are offered.