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Customer Service and Complaints Specialist
3 months ago
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. We currently have an opportunity for a Senior Specialist in our Customer Services department.
You will work as an integral part of the department by providing outstanding customer service to our internal and external customers in accordance with Company practice and procedures.
Applications are shortlisted on a rolling basis, and we will be interviewing alongside advertising. Take ownership of customer queries received via various channels through to resolution in line with policies/procedures, KPI’s and Customer First training best practice. Act as an escalation point to help resolve complex/challenging customer issues effectively, e.g. complaints and write detailed reports in your own subject area, with little or no managerial assistance.
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, Act as an escalation point for the team,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,and expediting corrections/adjustments. You strive to exceed customer expectations,have a proactive approach to query resolution, monitoring and continually improving customer service.
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.
Your expertise allows you to give the customer more or better service than they expect and provide support to colleagues as well as identifying and instigating training. You maintain an advanced knowledge of department policies, processes, procedures, and systems with an established internal network to increase knowledge.
You go above and beyond, acting as a role model and providing support, training and coaching to other members of the team. You inspire others to deliver excellent customer service and encourage others to participate/learn. Proactively suggest and develop improvement ideas, driving forward the implementation of those ideas to improve customer satisfaction, increase productivity or reduce costs. Identify opportunities to work in partnership with others to develop new ideas or projects. · Use SAP/Salesforce to manage customer contacts, orders, invoices, and workflow in line with best practice.
Work to agreed KPIs and targets including quality assurance.
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.
Experience of Microsoft Office, including advanced knowledge of Excel.
Previous Customer Service experience across a wide breadth of customer service tasks.
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. Experience of managing projects.
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
~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
Taylor & Francis has flexible hybrid working options for how employees can work based on their role.
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. 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. We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. 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:
