Remote CS Team Lead - Drive Service Excellence

Informa Group Plc.; Milton; Hybrid; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Hybrid working from home and office

Pension scheme

Life assurance

Job summary

Taylor & Francis Group, an Informa business, is seeking a Customer Service Team Lead to manage a global team and drive performance across customer workflows. The role is based in Milton Park, Oxfordshire, with a mix of home and office work and a focus on delivering top-tier customer service in line with policy and best practice.

You will report to the Customer Service Manager and lead improvements across processes, aiming for higher first-time resolution and lower customer effort.

Qualifications

• Proven Customer Service leadership experience.
• Experience managing complex customer issues.
• Experience with KPI/SLA delivery.

Responsibilities

• Lead by example to deliver excellent customer service.
• Manage workload and capacity across global teams.
• Recruit, train and coach team members.
• Drive process improvements to reduce customer effort.

Skills

Customer service leadership

Team management

KPI / SLA management

Microsoft Office

SAP

Salesforce

Tools

SAP

Salesforce

Job description

Taylor & Francis Group, an Informa business, is seeking a Customer Service Team Lead to manage a global team and drive performance across customer workflows. The role is based in Milton Park, Oxfordshire, with a mix of home and office work and a focus on delivering top-tier customer service in line with policy and best practice.

You will report to the Customer Service Manager and lead improvements across processes, aiming for higher first-time resolution and lower customer effort.