Remote Customer Service Team Lead – Process Excellence

Informa Plc; Milton; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Hybrid work from home and office

Birthday leave

Volunteer days

Employee assistance programme

Share Match

Pension scheme

Life assurance / medical cover

Job summary

Taylor & Francis in the United Kingdom is seeking a Customer Service Team Lead to guide a team across hybrid working, splitting time between home and the Milton Park office three days a week. You will drive process improvements, handle complex/escalated inquiries, and ensure high customer satisfaction while coordinating with other departments and reporting on performance metrics.

The role reports to the Customer Service Manager and requires a track record of CS leadership, KPI/SLA delivery, and

Qualifications

• Advanced working knowledge of Microsoft Office and CS systems; ability to train new team members.
• Experience supervising in an office CS environment and driving KPI/SLA adherence.
• Experience in project management and cross-functional collaboration.

Responsibilities

• Lead by example to deliver excellent customer service in line with policy and procedures.
• Own complex/escalated queries to resolution, improving first-time fix and satisfaction.
• Manage workload and capacity, remove obstacles to hit objectives.
• Recruit, train and coach team members; conduct reviews and 1-2-1s.
• Facilitate meetings and deliver presentations; drive process improvements.
• Plan and manage projects, deliver milestones on time.
• Manage monthly performance reporting and cascaded dashboards.

Skills

Leadership

KPI / SLA management

Customer service excellence

Team coaching

Tools

SAP

Salesforce

Job description

Taylor & Francis in the United Kingdom is seeking a Customer Service Team Lead to guide a team across hybrid working, splitting time between home and the Milton Park office three days a week. You will drive process improvements, handle complex/escalated inquiries, and ensure high customer satisfaction while coordinating with other departments and reporting on performance metrics.

The role reports to the Customer Service Manager and requires a track record of CS leadership, KPI/SLA delivery, and