Customer Service Senior Specialist
3 weeks ago
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.
- 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.
- 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.
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.
-
Customer Service Senior Specialist- Retention
2 weeks ago
Abingdon, Oxfordshire, United Kingdom Taylor and Francis Full timeJob DescriptionAs a Senior Customer Service Specialist for Retention, you will be an integral part of our dedicated global renewals and retention team. Your primary responsibility will be to provide outstanding customer service to help retain existing customers and ensure an ongoing revenue stream in accordance with Company practice and procedures.You will...
-
Customer Service Senior Specialist- Retention
2 weeks ago
Abingdon, Oxfordshire, United Kingdom Taylor and Francis Full timeJob DescriptionAs a Senior Customer Service Specialist for Retention, you will be an integral part of our dedicated global renewals and retention team. Your primary responsibility will be to provide outstanding customer service to help retain existing customers and ensure an ongoing revenue stream in accordance with Company practice and procedures.You will...
-
Customer Service Senior Specialist- Retention
10 hours ago
Abingdon, Oxfordshire, United Kingdom Taylor & Francis Full timeJob Title: Senior Customer Retention SpecialistJob Summary:We are seeking a highly skilled Senior Customer Retention Specialist to join our team at Taylor & Francis. 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...
-
Customer Service Senior Specialist- Retention
3 weeks ago
Abingdon, Oxfordshire, United Kingdom Taylor & Francis Full timeJob DescriptionAs a Senior Customer Service Specialist for Retention, you will be an integral part of our dedicated global renewals and retention team. Your primary responsibility will be to provide outstanding customer service to help retain existing customers and ensure an ongoing revenue stream in accordance with Company practice and procedures.Key...
-
Customer Service Senior Specialist- Retention
3 weeks ago
Abingdon, Oxfordshire, United Kingdom Taylor & Francis Full timeJob DescriptionAs a Senior Customer Service Specialist for Retention, you will be an integral part of our dedicated global renewals and retention team. Your primary responsibility will be to provide outstanding customer service to help retain existing customers and ensure an ongoing revenue stream in accordance with Company practice and procedures.Key...
-
Customer Service Senior Specialist
2 days ago
Abingdon, Oxfordshire, United Kingdom Taylor & Francis Full timeJob Title: Customer Service Senior Specialist - Retention ExpertThis role involves working with a dedicated global renewals and retention team, providing outstanding customer service to help retain existing customers and ensure an ongoing revenue stream in accordance with company practice and procedures.You will be managing annual renewals for non-sales deal...
-
Customer Service Senior Specialist
2 weeks ago
Abingdon, Oxfordshire, United Kingdom Taylor & Francis Full timeJob DescriptionThis role involves working with a dedicated global renewals and retention team to provide outstanding customer service and help retain existing customers. The successful candidate will be responsible for managing annual renewals for non-sales deal accounts in the US and South America regions, providing support and bespoke renewal offerings to...
-
Customer Service Senior Specialist
2 weeks ago
Abingdon, Oxfordshire, United Kingdom Taylor & Francis Full timeJob DescriptionThis role involves working with a dedicated global renewals and retention team to provide outstanding customer service and help retain existing customers. The successful candidate will be responsible for managing annual renewals for non-sales deal accounts in the US and South America regions, providing support and bespoke renewal offerings to...
-
Customer Service Senior Specialist
2 weeks ago
Abingdon, Oxfordshire, United Kingdom Taylor & Francis Full timeJob DescriptionThis role involves working with a dedicated global renewals and retention team to provide outstanding customer service and help retain existing customers. The successful candidate will be responsible for managing annual renewals for non-sales deal accounts in the US and South America regions, providing support and bespoke renewal offerings to...
-
Customer Service Senior Specialist
2 weeks ago
Abingdon, Oxfordshire, United Kingdom Taylor & Francis Full timeJob DescriptionThis role involves working with a dedicated global renewals and retention team to provide outstanding customer service and help retain existing customers. The successful candidate will be responsible for managing annual renewals for non-sales deal accounts in the US and South America regions, providing support and bespoke renewal offerings to...
-
Customer Service Senior Specialist
3 weeks ago
Abingdon, Oxfordshire, United Kingdom Taylor & Francis Full timeJob DescriptionThis role involves working with a dedicated global renewals and retention team to provide outstanding customer service and help retain existing customers. The successful candidate will be responsible for managing annual renewals for non-sales deal accounts within the US region, providing support and bespoke renewal offerings to accommodate...
-
Customer Service Senior Specialist
1 week ago
Abingdon, Oxfordshire, United Kingdom Taylor & Francis Full timeJob DescriptionThis role involves working with a dedicated global renewals and retention team to provide outstanding customer service and help retain existing customers. The successful candidate will be responsible for managing annual renewals for non-sales deal accounts in the US and South America regions, providing support and bespoke renewal offerings to...
-
Customer Service Senior Specialist
1 week ago
Abingdon, Oxfordshire, United Kingdom Taylor & Francis Full timeJob DescriptionThis role involves working with a dedicated global renewals and retention team to provide outstanding customer service and help retain existing customers. The successful candidate will be responsible for managing annual renewals for non-sales deal accounts in the US and South America regions, providing support and bespoke renewal offerings to...
-
Customer Service Senior Specialist
3 days ago
Abingdon, Oxfordshire, United Kingdom Taylor and Francis Full timeJob DescriptionThis role involves working with a dedicated global renewals and retention team to provide outstanding customer service and help retain existing customers. The successful candidate will be responsible for managing annual renewals for non-sales deal accounts in the US and South America regions, providing support and bespoke renewal offerings to...
-
Customer Service Senior Specialist- Retention
3 weeks ago
Abingdon, Oxfordshire, United Kingdom Informa PLC Full timeJob DescriptionThis role involves working with a dedicated global renewals and retention team, providing outstanding customer service to help retain existing customers and ensure an ongoing revenue stream in accordance with company practice and procedures. The successful candidate will be responsible for managing annual renewals for non-sales deal accounts...
-
Customer Service Senior Specialist- Retention
3 weeks ago
Abingdon, Oxfordshire, United Kingdom Informa PLC Full timeJob DescriptionThis role involves working with a dedicated global renewals and retention team, providing outstanding customer service to help retain existing customers and ensure an ongoing revenue stream in accordance with company practice and procedures. The successful candidate will be responsible for managing annual renewals for non-sales deal accounts...
-
Customer Service Senior Specialist
3 weeks ago
Abingdon, Oxfordshire, United Kingdom Taylor and Francis Full timeJob DescriptionThis role involves working closely with a dedicated global renewals and retention team to provide exceptional customer service, ensuring the retention of existing customers and maintaining an ongoing revenue stream in line with company practices and procedures.Key Responsibilities:Manage annual renewals for non-sales deal accounts within the...
-
Customer Service Senior Specialist
3 weeks ago
Abingdon, Oxfordshire, United Kingdom Taylor and Francis Full timeJob DescriptionThis role involves working closely with a dedicated global renewals and retention team to provide exceptional customer service, ensuring the retention of existing customers and maintaining an ongoing revenue stream in line with company practices and procedures.Key Responsibilities:Manage annual renewals for non-sales deal accounts within the...
-
Customer Service Senior Specialist
3 weeks ago
Abingdon, Oxfordshire, United Kingdom Informa PLC Full timeJob SummaryThis role involves working with a dedicated global renewals and retention team, providing outstanding customer service to help retain existing customers and ensure an ongoing revenue stream. The successful candidate will be responsible for managing annual renewals for non-sales deal accounts within the US region, providing support and bespoke...
-
Customer Service Senior Specialist
3 weeks ago
Abingdon, Oxfordshire, United Kingdom Informa PLC Full timeJob SummaryThis role involves working with a dedicated global renewals and retention team, providing outstanding customer service to help retain existing customers and ensure an ongoing revenue stream. The successful candidate will be responsible for managing annual renewals for non-sales deal accounts within the US region, providing support and bespoke...