Strategic Customer Success Specialist

Taylor & Francis Group; Abingdon; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Competitive salary

Excellent work-life balance

Hybrid working culture

Pension scheme

Life assurance and private medical

Job summary

Taylor & Francis Group in the United Kingdom is seeking an experienced Customer Service Specialist to own and resolve customer inquiries, drive satisfaction, and deliver first-time resolution for strategic accounts.

You will manage orders, invoices, quotes, returns, and claims while collaborating with Commercial colleagues to review accounts and maintain strong relationships. The role is hybrid, based at Milton Park, Oxfordshire with 3 days onsite weekly.

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 through effective communication and engagement.
• 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, responding appropriately and swiftly to queries, problems, and special requests from customers, and accelerating these to team leaders and managers where appropriate.

Skills

Microsoft Office

Customer service

KPI/SLA

English and Maths

Cross-functional

Project management

Education

English and Maths education

Tools

SAP

Salesforce

CRM systems

Job description

Taylor & Francis Group in the United Kingdom is seeking an experienced Customer Service Specialist to own and resolve customer inquiries, drive satisfaction, and deliver first-time resolution for strategic accounts.

You will manage orders, invoices, quotes, returns, and claims while collaborating with Commercial colleagues to review accounts and maintain strong relationships. The role is hybrid, based at Milton Park, Oxfordshire with 3 days onsite weekly.