Remote Customer Service Team Lead — Drive Excellence

Taylor & Francis Group; Abingdon; Hybrid; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Hybrid working

Pension

Life assurance

Medical care

Volunteer days

Job summary

Taylor & Francis Group, part of Informa, is seeking a Customer Service Team Lead to guide a global CS team. The role combines home-based work with three days a week in the Milton Park office, Oxfordshire, leading exceptional service, driving process improvements, and ensuring KPIs/SLA targets are met.

You will mentor staff, manage escalated queries, coordinate projects, and report on performance while contributing to a flexible, supportive working culture and ongoing professional development.

Qualifications

• Advanced knowledge of Microsoft Office and CS systems (SAP/Salesforce) with training ability.
• Experience leading customer service teams and handling complex issues.
• Experience managing projects and engaging contributors at all levels.
• Proven ability to supervise and drive SLA/KPI performance.
• Understanding Lean Six Sigma is a plus.
• Strong cross-department collaboration experience.

Responsibilities

• Lead by example to deliver excellent customer service per policy and procedures.
• Own complex/escalated queries from start to resolution to improve first-time resolution.
• Manage workload and capacity across the team and departments.
• Recruit, train, and coach team members; set objectives and conduct reviews.
• Facilitate meetings and present to stakeholders; drive process improvements.

Skills

Customer service leadership

KPI/SLA management

Project management

Coaching / mentoring

Lean Six Sigma

Tools

SAP

Salesforce

Microsoft Office

Job description

Taylor & Francis Group, part of Informa, is seeking a Customer Service Team Lead to guide a global CS team. The role combines home-based work with three days a week in the Milton Park office, Oxfordshire, leading exceptional service, driving process improvements, and ensuring KPIs/SLA targets are met.

You will mentor staff, manage escalated queries, coordinate projects, and report on performance while contributing to a flexible, supportive working culture and ongoing professional development.