Customer Service Team Lead (7 month secondment)

Informa PLC; United States; Hybrid; USD 54,000 - 81,000; Full time

Benefits offered by this job

Flexible working

25 days annual leave

Birthday day off

Volunteering days

Employee assistance programme

Share Match

Pension scheme

Life assurance

Medical care

Job summary

Taylor & Francis Group, a part of Informa, is seeking a Customer Service Team Lead to guide a global CS team and drive process improvements. The role balances home-based work with three days in the Milton Park (Oxfordshire) office, offering leadership across KPIs, SLAs, and customer satisfaction initiatives.

You will recruit, train, and coach staff, manage escalations, and collaborate with other departments to streamline workflows and raise performance.

Qualifications

• Demonstrable customer service leadership across CS processes.
• Advanced MS Office and CS systems knowledge; SAP and Salesforce preferred.
• Experience in office environment with KPI/SLA driven work.
• Ability to manage complex/challenging customer issues.
• Experience in project management and cross-functional collaboration.
• Lean 6 Sigma understanding is a plus.
• Strong coaching and training skills.

Responsibilities

• Lead by example to deliver excellent customer service and meet objectives.
• Handle complex/escalated customer queries through to resolution.
• Manage workload and capacity across global teams.
• Recruit, train and coach team members; conduct reviews.
• Facilitate meetings and deliver presentations.
• Drive process improvements to raise CS satisfaction and reduce costs.
• Own assigned projects and deliver milestones on time.
• Produce monthly performance reports.

Skills

Customer service leadership

Team leadership

Process improvement

KPI tracking

SLA management

Tools

Microsoft Office

SAP

Salesforce

Job description

Every day millions of people read our content. Would you like to be part of our customer journey? Are you ready to be a Customer Service Team Lead managing a team with a determination to drive for results. This key role will work from home and from our offices in Oxfordshire 3 days a week. You will lead by example to encourage and inspire others to provide excellent customer service in line with best practice and company policy and procedures. The position reports to the Customer Service Manager and will work as part of a global Customer Service team, collaborating to manage day to day business processes and customer workflows liaising with other departments where appropriate. Investigating and driving forward the implementation of process improvements to improve customer satisfaction, first time resolution, and reduce customer effort will be a key requirement.

At Taylor & Francis we are at our best and most successful when colleagues can be themselves and contribute regardless of their identity or background. As a colleague, you will have the opportunity to further innovate and develop in areas that you are passionate about. Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life.

We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves. Taylor & Francis recruits, develops, and retains colleagues without regard to any protected personal characteristics or other non-merit-based factor. We genuinely care about our colleagues, promoting work-life balance, wellbeing, and flexible working.

• Leading by example to encourage and inspire others to provide excellent customer service in line with best practice and company policy and procedures. Promoting team work & collaboration to effectively achieve individual, team and departmental objectives, sharing knowledge and skills. Provide support within own team and to other teams as required.
• Taking ownership of complex/escalated customer queries through to resolution, striving to increase customer satisfaction/first time resolution and reduce the need for customers to contact.
• Managing workload, reviewing capacity globally and in collaboration with the management team ensuring your team/department handles day-to-day priorities and department objectives. You take steps to remove obstacles that prevent achievement of objectives.
• Recruiting new team members. Providing support, training and coaching to members of the team. You inspire others to deliver excellent customer service and encourage others to participate/learn. You share knowledge/skills and available time beyond your team where needed. You set objectives, conduct reviews and regular 1-2-1's to review progress, manage performance and support team members in their self-development.
• Facilitating meetings and delivering presentations.
• Proactively creating and developing improvement ideas and driving forward the implementation of those ideas to improve customer satisfaction, reduce queries, increase productivity or reduce costs. You provide constructive feedback on new processes and developments. You are open to and embrace change and encourage others to do the same.
• Taking ownership for assigned projects, planning and managing, delivering milestones on time.
• Managing monthly reporting and other performance reports to ensure they are compiled and cascaded by agreed deadlines.
  The successful candidate should have demonstrable previous Customer Service leadership experience covering a variety of CS processes and including management of complex/challenging customer issues., Advanced working knowledge of Microsoft Office and systems used within Customer Service systems (ideally SAP and Salesforce) with expertise to train new team members.
• Demonstrable previous Customer Service experience in an office environment covering a variety of CS processes and including management of complex/challenging customer issues. Experience of encouraging others to work to KPI's/SLA's.
• Experience of managing projects, engaging contributors at all levels.
• Proven evidence of your ability to supervise colleagues with experience of encouraging others to work to Service Level Agreements and CS metrics.
• Ideally, understanding and experience using Lean 6 Sigma methodology.
• Understanding of the role of related departments and have a range of contacts outside and within Customer Service.
  Taylor & Francis Group an Informa Business

Work/life balance:

• An excellent work/life balance with a fantastic, flexible working culture and hybrid working from home and office
• 25 days annual leave per year plus an extra day off each year for your birthday
• 3 additional discretionary days for Christmas each year
• 4 paid volunteering days each year
• Employee assistance programme - Offering 24/7 well-being support
• Share Match - Plan that matches every share purchased with two free shares.
• Pension scheme
• Life assurance, plus optical and medical care.

Training And Professional Development:

We're passionate about ensuring you have all the tools and resources at your fingertips to reach your short and long-term career goals. We'll support you in your journey by working together on your own bespoke Taylor & Francis Development Plan, ensuring you have the resources, tools, support and coaching that will get you where you want to be.

Being Yourself at Taylor & Francis

If you're excited about working with Taylor & Francis to foster human progress through knowledge. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and contribute regardless of their identity or background. As a colleague, you will have the opportunity to further innovate and develop in areas that you are passionate about. Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life.

What you should know:

• This role will be balanced, with 3 days per week being office based. You will therefore need to be based within a commutable distance of our office in Milton Park, Oxfordshire.
• You must have the right to live and work in the UK.