Customer Service Senior Specialist

3 weeks ago

Abingdon, Oxfordshire, United Kingdom Taylor & Francis Full time
Job Description

This 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 budgets and optimize renewal revenue.

Key Responsibilities:
  • Drive and close renewals for assigned accounts in the US region by developing strong, sustainable relationships with customers.
  • Respond to customer queries daily via email, live chat, or telephone calls in a timely and professional manner.
  • Process orders, invoices, quotes, returns, and claims in a timely and accurate manner.
  • Liaise with the Agent team to follow up on lapsed subscriptions and payments.
  • Manage cancellation requests to reduce the risk of cancellation within specified SLAs.
  • 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 continually enhancing service levels and customer experience throughout all touch points.
Requirements:
  • Experience of Microsoft Office and proven ability to acquire technical and system knowledge.
  • Previous experience within Retention or Account Management is essential.
  • 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.

  • Customer Service Senior Specialist- Retention

    2 weeks ago

    Abingdon, Oxfordshire, United Kingdom Taylor and Francis Full time

    Job 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 time

    Job 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

    12 hours ago

    Abingdon, Oxfordshire, United Kingdom Taylor & Francis Full time

    Job 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 time

    Job 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 time

    Job 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

    3 weeks ago

    Abingdon, Oxfordshire, United Kingdom Taylor and Francis Full time

    Job SummaryWe 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 ResponsibilitiesManage annual...

  • Customer Service Senior Specialist

    3 weeks ago

    Abingdon, Oxfordshire, United Kingdom Taylor and Francis Full time

    Job SummaryWe 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 ResponsibilitiesManage annual...

  • Customer Service Senior Specialist

    2 days ago

    Abingdon, Oxfordshire, United Kingdom Taylor & Francis Full time

    Job 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 time

    Job 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 time

    Job 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 time

    Job 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 time

    Job 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 time

    Job 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 time

    Job 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 time

    Job 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 time

    Job 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 time

    Job 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 time

    Job 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 time

    Job 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 time

    Job 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...