Customer Service Specialist

Customer Service Specialist

Taylor and Francis is looking for an experienced Customer Service Specialist with potential for a development opportunity to learn and grow professionally. This role is reserved for someone who demonstrates core customer service competencies and is looking to take the next step in their career.

We are looking for ambitious individuals who possess a self-assured demeanor, inquisitive nature, and solution-oriented approach to challenges and barriers. We understand having a positive outlook and the desire to grow within a well-established organization goes a long way. We are committed to developing the right candidate and will provide industry and on-the-job training so prior experience leading a team isn't necessary. If you're an innate leader who enjoys providing customer service and can showcases leadership in their day to day, we encourage you to apply!

What you'll be doing:

• 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. Striving to increase customer satisfaction/first-time resolution and reduce the need for customers to contact.
• 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, accelerating these to team leaders and managers where appropriate.
• Resolving product or service problems/queries by clarifying customer issues, determining the root cause of problem, selecting and explaining the best solution to the problem, expediting corrections/adjustments, and following up to ensure resolution.
• Build and maintain strong relationships with key customer accounts, acting as their primary point of contact to ensure their needs are met, proactively identifying opportunities to enhance their experience.
• On the back of customer contacts review the customer self-help portals (where they exist) and suggest new content or amendments to the relevant team.
• Managing day-to-day business processes, liaising with other departments where appropriate.
• Suggesting amendments to Standard Operating Procedures (SOP).
• Maintaining knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.
• Providing support to team members.
• Active participation in meetings, expressing your viewpoint but also recognising and listening to others.
• Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction, increase productivity or reduce costs.
• Using Salesforce to manage customer contacts and workflow in line with the SOP.
• Using SAP/Salesforce to manage orders/invoicing.
• You achieve personal objectives and, work to agreed KPI's and targets including quality assurance.

In addition to the above, this role will be expected to help on projects and workload as determined by business needs and the Manager.

What we're looking for:

• 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.

Additional Information

What we offer in return:

• An excellent work/life balance with a fantastic, flexible working culture
• 25 days annual leave per year plus a day off for your birthday
• 3 additional discretionary days off during the holiday season at the end of the year
• 4 paid volunteering days each year
• Company funded single cover private medical insurance
• 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

What you should know:

• This role will be based in the UK and you must have the right to live and work in the UK
• This is a hybrid position that will require on site reporting at least 3x weekly. As such, we can only consider candidates within a reasonable commuting distance to our Abingdon location
• Our Milton Park office will be relocating from Milton Park Abingdon to Oxford city centre in late 2027 / early 2028, offering an exciting new workplace in the heart of the city.

Being Yourself at Taylor & Francis

If you're excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don't fit every item listed above. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and make a contribution 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.

Taylor & Francis is proud to be an Equal Opportunity Employer. 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.