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Hybrid Customer Service Advisor

2 months ago


Milton Cambridgeshire, United Kingdom Taylor & Francis Group Full time

Taylor & Francis Group 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. Taylor & Francis is one of the world’s largest publishers of high-quality, peer reviewed scholarly journals, books, e-books and reference works. 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. Because that’s the only way to find the best obtainable version of the truth and, ultimately, foster human progress. Every day millions of people read our content. 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.
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. 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.
Maintaining knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.
Providing support to team members.
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.
This role will be mainly home based, with 1 day per week being office based from our office in either Abingdon or Colchester.
Experience of Microsoft Office and proven ability to acquire technical and system knowledge.
Previous Customer Service experience, minimum of one year preferably in an office.
A good standard of Education including English and Maths.
Experience of using Microsoft Office and CRM systems would be ideal.
Creative thinking ability with proven problem-solving skills.
The ability to work under pressure to deadlines with minimal 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 under supervision.
Self-driven to continuously improve performance.
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 discretionary days for Christmas 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.

This role will be mainly home based, with 1 day per week being office based. You will therefore need to be based within a commutable distance of our office in Milton Park, Oxfordshire or Colchester, Essex.
Training And Professional Development:
We’re passionate about ensuring you have all the tools and resources at your fingertips to reach your short and long-term career goals. We’ll 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.
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. 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 We strongly believe in the value of diversity in people and thought. 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. To find out more about our business and the great career opportunities please go to our Careers Site:
Or better yet check out our LinkedIn ‘Life’ Page, highlighting our accomplishments, employees, and company culture.


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