Hybrid Key Accounts Customer Specialist

SmartRecruiters, Inc.; Abingdon; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Flexible working culture

Birthday day off

Discretionary holiday days at year end

Volunteer days

Private medical insurance

Employee assistance programme

Share Match

Life assurance

Optical and medical care

Job summary

Taylor & Francis, part of Informa, seeks an experienced Customer Service Specialist to manage strategic accounts and deliver first‑time resolution with low effort. You will resolve orders, invoices and inquiries while using SAP/Salesforce, ensuring high satisfaction.

Join a collaborative team with a strong focus on KPIs, SOPs, and continuous improvement. This hybrid UK role offers an excellent work/life balance and generous leave benefits.

Qualifications

• Experience of Microsoft Office, including advanced knowledge of Excel.
• Previous Customer Service experience across a wide breadth of customer service tasks.
• Experience of working to KPI’s/SLA’s and encouraging others to.
• A good standard of Education including English and Maths.
• Understanding of the role of related departments with a range of contacts outside and within Customer Service.
• Advanced knowledge of SAP, Salesforce, and other CS systems. You are a super user and test new functionality.
• A solid grasp of process and product‑related issues and can effectively answer all customer questions without difficulty.
• Experience of managing projects.

Responsibilities

• Take ownership of customer queries received via phone, email, live chat, and in person through to resolution in line with policies/procedures, KPI’s and Customer First training best practices.
• Be the primary Customer Service contact for assigned strategic accounts, building and maintaining strong, long‑lasting customer relationships.
• Serve as the trusted advisor and advocate for customers, understanding their business objectives and challenges.
• Manage and monitor assigned customer accounts, proactively addressing any concerns or risks, conducting regular check‑ins and account reviews with Commercial colleagues.
• Take ownership of customer queries through to resolution in line with policies/procedures, KPI’s, and Customer First training best practice.
• Take responsibility for the processing of orders, invoices, quotes, returns, and claims in a timely and accurate manner.
• Resolve product or service problems/queries by clarifying customer issues, determining the root cause, and expediting corrections/adjustments.
• On the back of customer contacts review the customer self‑help portals and suggest new content or amendments.
• Manage day‑to‑day business processes, liaising with other departments where appropriate.
• Create and update Standard Operating Procedures (SOP) or suggest amendments to relevant teams.
• Maintain knowledge of department policies, processes, procedures, and systems used.
• Playing an active role in the achievement of department goals by assisting with all types of work across the department.
• Providing support to team members, assisting with training as appropriate.
• Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction, increase productivity, or reduce costs.
• Using SAP/Salesforce to manage orders and customer contacts and workflow in line with the SOP.
• Working to agreed KPIs and targets, including quality assurance.

Skills

Advanced Excel

Customer service excellence

KPI tracking

Education

General education including English and Maths

Tools

SAP

Salesforce

Job description

Taylor & Francis, part of Informa, seeks an experienced Customer Service Specialist to manage strategic accounts and deliver first‑time resolution with low effort. You will resolve orders, invoices and inquiries while using SAP/Salesforce, ensuring high satisfaction.

Join a collaborative team with a strong focus on KPIs, SOPs, and continuous improvement. This hybrid UK role offers an excellent work/life balance and generous leave benefits.