Job Specifications
Taylor & Francis is an Informa Business
Informa is a leading academic publishing, business intelligence, knowledge and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100.
Taylor & Francis Group produces high quality, peer reviewed books and journals. We produce unique, trusted content by expert authors, spreading knowledge and promoting discovery globally. We aim to broaden thinking and advance understanding, providing academics and professionals with a platform to share ideas and realize their individual potential.
Our purpose is to foster human progress through knowledge. We strongly believe that this requires us to encourage and examine different ideas and voices, so that any work that meets our exacting levels of quality deserves to be included in our publications. This requires open minds, the opportunity for robust debate, and the courage to defend perspectives that stand up to scrutiny, even if they conflict with our personal beliefs or values. Because that’s the only way to find the best obtainable version of the truth and, ultimately, foster human progress. If you agree, then we’d love to hear from you.
Job Description
Job Description
Our Customer Services team is looking to hire a Customer Service Representative who will work as an integral part of the department by providing outstanding customer service to our internal and external customers.
This role will be blended-working; you’ll work 2 days a week from home and 3 days in our Milton Park, Abingdon UK office. Due to the on-site requirement, we are only considering candidates who are in a close proximity and commutable distance to our office in Oxfordshire.
What you'll be doing:
Taking ownership of customer queries received via phone, email, KPI’s 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, 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.
Suggesting amendments to Standard Operating Procedures (SOP).
Maintaining knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.
Active participation in meetings, expressing your viewpoint but also recognizing 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 may also be required to help on projects and workload as determined by business needs and the Manager.
Qualifications
What we're looking for:
Previous Customer Service experience preferred.
Experience working to accomplish KPI’s/SLA’s.
Able to multi-task and work on multiple systems/programs efficiently
Problem-solving skills
Excellent verbal and written communication skills in English and be able to communicate clearly and concisely.
Great attention to detail, maintaining accuracy and speed.
The ability to work under pressure to deadlines with minimal supervision.
A team player, building good working relationships and retaining a positive attitude towards your work and colleagues.
Experience with Microsoft Office and Microsoft Excel
Experience with SAP and Salesforce is preferable.
Able to type at least 40 wpm
Additional Information
What you should know:
You must have the right to reside and work in the United Kingdom
This role will be blended-working; you’ll work 2 days a week from home and 3 days in our Milton Park, Abingdon UK office. Due to the on-site requirement, we are only considering candidates who are in a close proximity and commutable distance to our office in Oxfordshire.
Closing date for applications: 29 December 2025
What we're offering in return:
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 d
About the Company
Taylor & Francis Group partners with researchers, scholarly societies, universities and libraries worldwide to bring knowledge to life. As one of the world’s leading publishers of scholarly journals, books, ebooks and reference works our content spans all areas of Humanities, Social Sciences, Behavioural Sciences, Science, and Technology and Medicine. From our network of offices in Oxford, New York, Philadelphia, Bangalore, Melbourne, Singapore, Beijing, Tokyo, Stockholm, New Delhi and Cape Town, Taylor & Francis staff provi...
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