Customer Service Senior Specialist

3 weeks ago

Abingdon, Oxfordshire, United Kingdom Taylor and Francis Full time
Job Summary

We are seeking a highly skilled Customer Service Senior Specialist to join our team in Milton Park, Oxfordshire. As a key member of our global renewals and retention team, you will be responsible for providing outstanding customer service to help retain existing customers and ensure an ongoing revenue stream.

Key Responsibilities
  • Manage annual renewals for non-sales deal accounts within the US region, providing support and bespoke renewal offerings to accommodate customer budgets and optimize renewal revenue.
  • Develop strong, sustainable relationships with customers through health checks and outbound retention telephone calls, using denial data and discount structures to minimize cancellations and maximize retention.
  • Respond to customer queries daily via Salesforce email, live chat, or telephone calls in a timely and professional manner, providing price quotes, lapsed lists, and denial data to prevent lost revenue.
  • Process orders, invoices, quotes, returns, and claims in a timely and accurate manner, investigating outstanding and unallocated payments and organizing payment applications.
  • Liaise with the Agent team to follow up on lapsed subscriptions and payments, ensuring customers are responded to in a professional and timely manner.
  • Manage cancellation requests to reduce the risk of cancellation within specified SLAs, using agreed discount structures and denial data.
  • Maintain Salesforce by updating customer details accurately and documenting all account ownership.
  • Provide monthly reporting from the region, outlining performance, activity, and trends.
  • Contribute to enhancing service levels and customer experience throughout all touch points, delivering the best customer experience.
  • Support the Renewals & Retention Team or other colleagues as required by line manager to assist with team working and projects across the business area.
  • Meet all turnaround times, daily/weekly targets, and quality expectations, managing own workload, including prioritization.
Requirements
  • Experience of Microsoft Office and proven ability to acquire technical and system knowledge.
  • Previous experience within Retention or Account Management is essential, building customer relationships and managing complex/challenging customer issues.
  • Strong analytical capabilities and advanced Excel skills for reporting.
  • Experience using CRM/SAP systems is desirable.
What We Offer
  • An excellent work-life balance with a fantastic, flexible working culture.
  • 25 days annual leave per year plus an extra 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.
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.

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