Hybrid Strategic Accounts Customer Success Specialist

Informa Group Plc.; Milton; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Hybrid working

Private medical insurance

Pension scheme

Life assurance

Volunteer days

Share Match

Employee assistance programme

Job summary

Taylor & Francis, an Informa business, seeks a Customer Service Specialist to own customer queries across channels, manage strategic accounts, and act as a trusted advisor to understand business objectives. The role emphasizes proactive engagement, first-time resolution, and cross-functional collaboration.

You will handle orders and inquiries, liaise with Commercial teams, and contribute to SOPs while delivering exceptional service and achieving KPIs within a hybrid Milton Park setup.

Qualifications

• Experience with Microsoft Office and advanced Excel required.
• Broad customer service experience across tasks.
• Proven ability to work to KPIs/SLA and encourage others.

Responsibilities

• Take ownership of customer queries via phone, email, live chat, and in person until resolution.
• Be the primary CS contact for strategic accounts, building strong relationships.
• Serve as trusted advisor, understanding customer objectives and challenges.
• Manage and monitor accounts, conduct regular check-ins and reviews with Commercial colleagues.
• Process orders, invoices, quotes, returns, and claims accurately and promptly.
• Resolve product/service issues by identifying root causes and expediting fixes.

Skills

Excel

Customer service

KPI/SLA

Education

English & Maths

Tools

SAP

Salesforce

Job description

Taylor & Francis, an Informa business, seeks a Customer Service Specialist to own customer queries across channels, manage strategic accounts, and act as a trusted advisor to understand business objectives. The role emphasizes proactive engagement, first-time resolution, and cross-functional collaboration.

You will handle orders and inquiries, liaise with Commercial teams, and contribute to SOPs while delivering exceptional service and achieving KPIs within a hybrid Milton Park setup.