Hybrid Customer Service Team Lead - Lead, Improve & Inspire

Taylor & Francis Group; Weston-super-Mare; Hybrid; GBP 45,000 - 60,000; Full time

Benefits offered by this job

25 days annual leave

Birthday day off

Extra discretionary Christmas days

Volunteering days

Employee assistance programme

Share Match

Pension scheme

Life assurance and medical care

Job summary

Taylor & Francis Group, part of Informa, is hiring a Customer Service Team Lead. The role balances home working with 3 days per week in the Milton Park office, Oxfordshire, leading a global customer service team to deliver high-quality support and process improvements.

You will drive customer satisfaction, manage escalations, and mentor colleagues, while aligning with company policies and performance metrics. The position requires strong leadership and project delivery skills.

Qualifications

• Advanced working knowledge of Microsoft Office and CS systems (SAP/Salesforce).
• Experience in supervising complex customer issues and meeting KPI/SLA targets.
• Experience managing projects and cross-functional collaboration.
• Ability to lead by example and coach team members.

Responsibilities

• Lead by example to provide excellent customer service aligned with policy and procedures.
• Own complex/escalated queries to improve first-time resolution and customer satisfaction.
• Manage workload with global capacity and collaborate with management to meet objectives.
• Recruit, train, coach and develop team members; conduct reviews and 1-2-1s.
• Facilitate meetings and deliver presentations to stakeholders.
• Drive process improvements to reduce queries and costs and enhance productivity.
• Oversee assigned projects from planning to milestone delivery.
• Prepare and distribute monthly performance reports.

Skills

Microsoft Office

CRM systems

Customer service leadership

KPI / SLA management

Project management

Lean Six Sigma

Education

Tools

SAP

Salesforce

Job description

Taylor & Francis Group, part of Informa, is hiring a Customer Service Team Lead. The role balances home working with 3 days per week in the Milton Park office, Oxfordshire, leading a global customer service team to deliver high-quality support and process improvements.

You will drive customer satisfaction, manage escalations, and mentor colleagues, while aligning with company policies and performance metrics. The position requires strong leadership and project delivery skills.