Customer Success Specialist

Taylor and Francis is looking for an experienced Customer Success Specialist. This role is 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 to be responsible for ensuring customers achieve their desired outcomes while using our products and services. This role serves as the primary Customer Service contact for assigned strategic accounts driving customer satisfaction first-time resolution and low effort through proactive engagement and exceptional support.

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 practices. Striving to increase customer satisfaction/first-time resolution and reduce the need for customers to contact.
• 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 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 and accelerating these to team leaders and managers where appropriate. 
• Resolve product or service problems/queries by clarifying customer issues determining the root cause of the 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. 
• Manage day-to-day business processes liaising with other departments where appropriate. 
• Create and update Standard Operating Procedures (SOP) or suggest amendments to relevant teams. 
• Maintain 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 as 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 orders and customer contacts and workflow in line with the SOP. 
• Working to agreed KPIs and targets including quality assurance. 
• You achieve personal objectives and work to agreed KPIs and targets including quality assurance.

Qualifications :

What were 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 KPIs/SLAs 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:

• 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: 13 July 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. 

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. 

know that sometimes the perfect candidate doesnt exist and that people can be put off applying for a job if they dont fit all the requirements. If youre excited about working for us and have most of the skills or experience were looking for please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive inclusive environments where our colleagues can succeed.  As such Informa is proud to be an Equal Opportunity Employer.  We do not discriminate on the basis 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 other protected characteristics under local law.    This role may also be available on a flexible working or part time basis please ask the Talent Acquisition team for more information. 

To find out more about our business and the great career opportunities please go to our Careers Site:  Work :

No

Employment Type :

Full-time