Customer Services Team Leader

6 months ago

Didcot, United Kingdom hachette Full time

What you’ll be doing
On a day to day basis you will be leading and managing the Non-Trade Taylor & Francis team within the Customer Services department and dealing with all aspects of engagement, empowerment, motivation, performance management, sickness absence management and staff related issues whilst ensuring your team provide a first class service to our publisher client and their customer base.

This means on a typical day you could be managing the workflows and resource, whilst working to agreed deadlines, service levels and KPI’s, being solution-focused in order to be a trusted partner to our customers and publishers, training and developing your team, conducting 1:1’s and team meetings.

As part of the Taylor & Francis Customer Services team you will be working to ensure all your team targets are met, demonstrating and instilling in your team growth mindset, by working with your team to promote change that will improve customer experience and ensure continued high standards of quality and productivity are maintained.

This role offers the opportunity to become an essential part of the Customer Services Leadership team and gain lots of experience regarding distribution and elements of the publishing industry.

Following your initial training period which will be office based (in Didcot, Oxfordshire), you will be able to make the most of the current hybrid model. The hours will be 9am to 5pm (35 hours per week) with a one hour lunch break working Monday to Friday.

Who we are looking for
You will live and breathe our Customer Service Vision and have a passionate and proactive approach to delivering excellent customer service via your team. You will enjoy liaising with, and collaboratively working with, the Operations team as well as our client publishers to resolve issues and proactively seek to continuously improve processes and procedures.

**The Required Skills and Competencies**:

- Develop effective working relationships with clients and customers to become a trusted partner. This includes being involved in regular meetings with publishers, ranging from attendance to running the meeting.
- Assist the team members with their personal development through identifying skills gaps via coaching/1-2-1 sessions, appraisals, training, and up skilling.
- Communicate effectively with the team in respect of day-to-day activity, organising workflows and managing work volumes.
- Produce and publish reports as required relating to KPIs, SLAs, and productivity.
- Liaise with other departments to ensure full root and branch analysis is complete when problems arise and put remedial steps in place to reduce the risk of the same problem recurring.
- Ensure Quality, Health and Safety and Environmental standards and all related company policies are adhered to, raising any issues to the relevant parties as appropriate

It is highly likely that you will already have proven experience of working in the following roles and or industries: Customer Service Team Leader, Customer Service Advisor, Customer Account Manager, Customer Support Leader, Customer Experience, Customer Excellence, Telesales, Call Centre, Hospitality, Retail.

What we offer
Our people are our greatest asset and our benefits reflect this.

Therefore, we offer an extensive list of benefits that include:

- 33 days annual holiday including Bank Holidays
- a reward programme giving Discounts, savings and cash back at numerous retailers
- generous discounts on books we publish
- Pension Plan and Life Assurance schemes
- Company enhanced family policy including maternity, paternity and shared parental
- Mental Health First Aiders / Champions and an Employee Assistance Programme (EAP)
- Cycle to Work scheme
- DSE eye care vouchers
- a wide-ranging training library
- development programmes including mentoring
- many employee networks to join
- free onsite parking
- free tea and coffee
- Staff Events e.g. Burrito van, Pie van, Ice Cream van, Staff Party
- Creating an environment of inclusion so everyone can be their true self #Ibelong #AndSoDoYou #OneTeam

Our Commitment
Hachette employs people on the basis of their abilities. We aim to attract and develop talent from a base as broad as the world of readers we want to reach, with a wide and representative range of age, faith, disability, race, gender, sexuality and socio-economic, regional and cultural backgrounds.

If you are shortlisted and need us to make any adjustments to help you attend for interview, please let us know.

Who we are and what we do
**About Hachette UK Distribution**

We, Hachette UK Distribution, are the leading book distribution company in the UK. We are one of the most advanced distribution centres in Europe, with leading-edge automation and modern systems which will ensure world-class service to customers and publisher clients. We ship in excess of 60 million books globally each year and supply one out of every four books to the UK trade.

Our mission is to make it easy for eve

  • Customer Services Team Leader

    6 months ago

    Didcot, United Kingdom Hachette UK Distribution Full time

    Who we are and what we do We, Hachette UK Distribution, are the leading book distribution company in the UK. We are one of the most advanced distribution centres in Europe, with leading-edge automation and modern systems which will ensure world-class service to customers and publisher clients. We ship in excess of 60 million books globally each year and...

  • Technical Services Team Leader

    7 months ago

    Didcot, United Kingdom ResMed Full time

    We are hiring a Technical Services Team Leader to join our Technical Support team at our Harwell office. Let's talk about the role: The primary role of the Team Leader Technician is to manage the UK technical services workshop (30%) and repair devices of the whole ResMed product range along with providing technical support function to customers &...

  • Team Leader

    6 months ago

    Didcot, United Kingdom Card Factory Full time

    Job Introduction **Location: Didcot** **Contracted Hours Available: 16** Main Responsibilities We are passionate about celebrating our customers’ life moments and are now looking for a Team Leader to join our very successful Card Factory family to help fulfil this. With a real focus on customer experience and operational excellence, our Team Leaders...

  • IT Service Desk Team Leader

    6 months ago

    Didcot, United Kingdom Astroscale Full time

    Astroscale UK & Europe are seeking a first-class IT Service Desk Team Leader to join a growing team. This is a fantastic opportunity to join a team delivering world class IT Support to colleagues in a global organisation. We need someone who is self-motivated, can work to tight deadlines and update documentation as you go. Managing the service desk and...

  • Credit Services Team Leader

    2 weeks ago

    Didcot, United Kingdom Hachette UK Full time

    Who we are and what we doWe, Hachette UK Distribution, are the leading book distribution company in the UK. We are one of the most advanced distribution centres in Europe, with leading-edge automation and modern systems which will ensure world-class service to customers and publisher clients. We ship in excess of 60 million books globally each year and...

  • Costa Coffee Team Leader

    4 weeks ago

    Didcot, Oxfordshire, United Kingdom Costa Coffee Full time

    Costa Coffee Team LeaderWe are seeking an ambitious and charismatic individual to join our team as a Team Leader. This exciting opportunity will provide you with the chance to develop your leadership skills, work closely with our store teams, and contribute to the success of Costa Coffee.As a Team Leader, you will be responsible for leading by example,...

  • Food Service Leader

    2 days ago

    Didcot, Oxfordshire, United Kingdom Compass Group UK & Ireland Full time

    Eurest is seeking a skilled Food Service Leader to lead our culinary team and drive business growth. In this role, you'll be responsible for managing kitchen operations, developing new menus, and ensuring compliance with health and safety regulations.About the RoleThis is an excellent opportunity to advance your career in the food service industry. With over...

  • Nurse Team Leader

    2 days ago

    Didcot, Oxfordshire, United Kingdom R&V Group Ltd Full time

    Nurse Team LeaderAbout R&V Group Ltd:We are a leading healthcare provider with a reputation for delivering high-quality care and services.The Job:As a Nurse Team Leader at R&V Group Ltd, you will be responsible for supervising and leading a team of nurses and care assistants.Your Responsibilities:To provide leadership and guidance to the nursing team.To...

  • Deputy Team Leader

    2 days ago

    Didcot, Oxfordshire, United Kingdom Fitzroy Support Full time

    Job Title: Deputy Team LeaderAn exciting opportunity has arisen for a deputy team leader to work with Fitzroy Support, a leading provider of support services in Oxfordshire.We provide person-centred support to individuals with learning disabilities and autism, some of whom are non-verbal. Our team is dedicated to delivering high-quality care, and we are...

  • Customer Services Advisor

    2 days ago

    Didcot, United Kingdom Hachette UK Full time

    Who we are and what we doWe, Hachette UK Distribution, are the leading book distribution company in the UK. We are one of the most advanced distribution centres in Europe, with leading-edge automation and modern systems which ensure world-class service to customers and publisher clients. We ship in excess of 60 million books globally each year and supply one...

  • Customer Service Advisor

    4 hours ago

    Didcot, United Kingdom Hachette UK Distribution Full time

    Who we are and what we do: We, Hachette UK Distribution, are the leading book distribution company in the UK. We are one of the most advanced distribution centres in Europe, with leading-edge automation and modern systems which ensure world-class service to customers and publisher clients. We ship in excess of 60 million books globally each year and...

  • Customer Service Advisor

    4 hours ago

    Didcot, United Kingdom Hachette UK Distribution Full time

    Job Description Who we are and what we do: We, Hachette UK Distribution, are the leading book distribution company in the UK. We are one of the most advanced distribution centres in Europe, with leading-edge automation and modern systems which ensure world-class service to customers and publisher clients. We ship in excess of 60 million books globally each...

  • Reception Customer Services Assistant

    3 weeks ago

    Didcot, United Kingdom Brook Street Full time

    Job Title: Reception Customer Services Assistant Contract Type: Temporary Contract Length: Initial contract until 21st April 2025 Location: Didcot Position Type: Full Time Brook Street is recruiting on behalf of our government client for a Reception Customer Services Assistant. Key Role Responsibilities: Provide professional front-of-house reception and...

  • Reception Customer Services Assistant

    3 weeks ago

    Didcot, United Kingdom CV-Library Full time

    Job Title: Reception Customer Services Assistant Contract Type: Temporary Contract Length: Initial contract until 21st April 2025 Location: Didcot Position Type: Full Time Brook Street is recruiting on behalf of our government client for a Reception Customer Services Assistant. Key Role Responsibilities: Provide professional front-of-house reception and...

  • Customer Service Assistant

    6 months ago

    Didcot, United Kingdom School Space Full time

    Community Connector - (Local Key Holder / School Lettings Assistant)_ - Are you a community minded individual that wants to help schools fight the funding cuts? - Do you have fantastic time keeping skills and a love for working with people? - Have you been looking for a role in the evenings/weekends to fit around your other commitments? If you've answered...

  • Radiation Metrology Environmental Survey Team Leader

    7 months ago

    Didcot, United Kingdom UK Health Security Agency Full time

    **Details**: **Reference number**: - 349055**Salary**: - £53,812 - £63,252- per annum- A Civil Service Pension with an average employer contribution of 27%**Job grade**: - Grade 7**Contract type**: - Permanent**Type of role**: - Science**Working pattern**: - Full-time**Number of jobs available**: - 1Contents Location About the...

  • Childcare Team Leader

    3 weeks ago

    Didcot, Oxfordshire, United Kingdom Poppies Childcare Agency Full time

    Job Title: Childcare Team LeaderPoppies Childcare Agency is seeking a skilled and experienced Deputy Nursery Manager to join their team in the Hadden Hill area of Didcot, Oxfordshire. As a key member of the nursery management team, you will be responsible for providing leadership and support to staff members, ensuring the delivery of high-quality childcare...

  • Customer Service Administrator

    6 months ago

    Didcot, United Kingdom EBSCO Industries, Inc. Full time

    EBSCO International is the international operations group of EBSCO Information Services (EIS). EIS provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users....

  • Childcare Team Leader

    2 days ago

    Didcot, Oxfordshire, United Kingdom Poppies Childcare Agency Careers Full time

    Deputy Nursery Manager VacancyWe are seeking an experienced and dedicated Deputy Nursery Manager to join our team at Poppies Childcare Agency Careers. Located in the picturesque Hadden Hill area of Didcot, Oxfordshire, this role offers a unique opportunity to work in a remote setting.The ideal candidate will be confident in covering for the nursery manager...

  • Customer Service Advisor

    6 months ago

    Didcot, United Kingdom Pertemps Network Group Full time

    **Job Description**: **Customer Service Advisor** - £10.50 per hour_ Didcot Pertemps Didcot are currently recruiting for a Customer Service Advisor to work in Didcot. **The successful Customer Service Advisor will be responsible for**: - Handle internal and external B2B and Interior Design customer enquiries and complaints- To take full ownership of a...