Customer Service Specialist

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We are looking for a Customer Service Representative to work as an integral part of the global department providing outstanding customer service to our internal and external customers.

The position reports to the Customer Service Manager and will work as part of a global team collaborating to manage day-to-day business processes and end-to-end customer workflows liaising with other departments where appropriate.  Suggesting improvement ideas and assisting with the implementation to improve customer satisfaction increase productivity or reduce costs.

What youll be doing:

• Take ownership of customer queries received via phone email live chat and in person through to resolution in line with policies/procedures KPIs and Customer First training best practice. 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.
• 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.
• Creating and updating Standard Operating Procedures (SOP) or suggesting amendments to relevant teams.
• Maintaining knowledge of department policies processes procedures and systems used developing an internal network to increase knowledge.
• Playing an active role in the achievement of department goals by assisting with all types of work across the department as needed. Work effectively with the team to achieve individual team and departmental objectives sharing knowledge and skills as appropriate.
• Providing support to team members assisting with training if appropriate.
• Suggesting improvement ideas and assisting with the implementation of those ideas to
• improve customer satisfaction increase productivity or reduce costs.
• Using SAP/Salesforce to manage customer contacts and workflow in line with the SOP.  Working to agreed KPIs and targets including quality assurance.
• Using SAP/Salesforce to manage orders/invoicing.
• You achieve personal objectives and work to agreed KPIs 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.

Qualifications :

What were looking for:

Knowledge and Qualifications

• Experience of Microsoft Office including intermediate knowledge of Excel.
• Previous Customer Service experience minimum of one year preferably in an office.
• Experience of working to KPIs/SLAs.
• A good standard of Education including English and Maths.
• Understanding of the role of related departments and have a range of contacts outside
• and within Customer Service.
• Intermediate knowledge of SAP and Salesforce.
• A solid grasp of process and product-related issues and can effectively answer most customer questions without difficulty.

Skills and Behaviours Required

• A determination to drive for results and effective time management skills.
• Creative thinking ability with proven problem-solving skills.
• Excellent verbal and written communication skills be able to communicate clearly and concisely including giving and receiving constructive feedback.
• Great attention to detail maintaining accuracy and speed.
• The ability to work under pressure to deadlines without supervision.
• An effective team player building good working relationships and retaining a positive and flexible attitude towards your work and colleagues.
• Ability to work on your own initiative organising own workload without supervision.
• Self-driven to continuously improve performance recognising areas for own development seeking training and putting learning into practice.
• A flexible approach to meet the needs of the team.

Additional Information :

What we offer in return:

• An excellent work/life balance with a flexible working culture and hybrid working 3 days in the office and 2 days from home. 
• 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.

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. 
• Closing date for applications: 06 May 2026 
  • Applications are reviewed on a rolling basis and interviews will be conducted throughout the duration of the recruitment process. We encourage all interested applicants to apply as soon as possible.

Training And Professional Development:

Were passionate about ensuring you have all the tools and resources at your fingertips to reach your short and long-term career goals. Well 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.

Interview process:

Once you have submitted your application we may get in touch with you for an initial screening conversation or ask you to complete a short video screening exercise to enable us to better understand your skills experience and motivation. Following this you will be invited to attend a competency-based interview either virtually or in person. Typically wed then finish the interview process with a final 2nd stage interview before extending an offer to the successful applicant.

Being you at Taylor & Francis

We want all our candidates to shine in our recruitment process. Please let us know if there is anything we can do to ensure you are able to show us your best self. This could include having the application form in a different format more time for questions or anything else please ask us we are happy to be flexible! Please contact 

Here at Taylor & Francis we know that many times the perfect candidate doesnt exist and that people can feel discouraged about applying for a job if they dont fit all the requirements. We encourage you to apply if youre excited about working for us and have some of the skills or experience were looking for. We believe in the notion that many skills and experiences are transferrable and you could be just what we need! Taylor & Francis is proud to be an Equal Opportunity Employer. We strongly believe in the value of diversity in people and thought. We strive to foster a supportive and inclusive environment where our colleagues can learn develop and succeed all while feeling comfortable with being their true self. We embrace all walks of life regardless of race colour ancestry national origin religion or religious creed mental or physical disability medical condition genetic information sex (including pregnancy childbirth and related medical conditions) sexual orientation gender identity gender expression age marital status citizenship or any other protected characteristic under local law.

We genuinely care about our colleagues promoting work-life balance wellbeing and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities and to innovate and develop in areas which you are passionate about. To find out more about our business and the great career opportunities please go to our Careers Site:  better yet check out our LinkedIn Life Page highlighting our accomplishments employees and company culture. Its also a good way of meeting our recruitment team who will be happy to advise you on your journey here at T&F.

Remote Work :

No

Employment Type :

Full-time