We currently have a permanent opportunity for a Customer Service Representative to work as an integral part of the department by providing outstanding customer service to our internal and external customers.
Help us progress human progress through knowledge! As a Customer Service Representative you will aid in our mission by
Taking 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 working precisely and carefully 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.
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 KPIs and targets including quality assurance.
Qualifications :
What we are looking for:
Experience of Microsoft Office and proven ability to acquire technical and system knowledge.
Previous Customer Service experience
Experience of working to KPIs/SLAs.
A good standard of Education including English and Maths.
Experience of using a CRM system would be ideal.
Additional Information :
What we offer in return:
Competitive salary
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:
Closing date for applications: 17 June 2026
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
Please note: 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 youre excited about working with Taylor & Francis to foster human progress through knowledge we invite you to apply even if your existing skills and experience dont 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. Taylor & Francis recruits develops and retains colleagues without regard to any protected personal characteristics or other non-merit based factor.
To find out more about our business and the great career opportunities please go to our Careers Site: Work :
No
Employment Type :
Full-time
We currently have a permanent opportunity for a Customer Service Representative to work as an integral part of the department by providing outstanding customer service to our internal and external customers. Help us progress human progress through knowledge! As a Customer Service Representative ...
We currently have a permanent opportunity for a Customer Service Representative to work as an integral part of the department by providing outstanding customer service to our internal and external customers.
Help us progress human progress through knowledge! As a Customer Service Representative you will aid in our mission by
Taking 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 working precisely and carefully 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.
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 KPIs and targets including quality assurance.
Qualifications :
What we are looking for:
Experience of Microsoft Office and proven ability to acquire technical and system knowledge.
Previous Customer Service experience
Experience of working to KPIs/SLAs.
A good standard of Education including English and Maths.
Experience of using a CRM system would be ideal.
Additional Information :
What we offer in return:
Competitive salary
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:
Closing date for applications: 17 June 2026
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
Please note: 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 youre excited about working with Taylor & Francis to foster human progress through knowledge we invite you to apply even if your existing skills and experience dont 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. Taylor & Francis recruits develops and retains colleagues without regard to any protected personal characteristics or other non-merit based factor.
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