Customer Service Representative

1 week ago

Abingdon, United Kingdom Taylor & Francis Full time

Job Description

Every day millions of people read our content. Would you like to be part of our customer journey?

We are looking for a Customer Service Representative to work as an integral part of the global department providing outstanding customer service to our internal and external customers.

Responsibilities will include:

Take ownership of customer queries received via phone, email, live chat, and in person through to resolution in line with policies/procedures, KPI’s and Customer First training best practices. Striving to increase customer satisfaction/first-time resolution and reduce the need for customers to contact.  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, accelerating these to team leaders and managers where appropriate. Resolving product or service problems/queries by clarifying customer issues, determining the root cause of problem, selecting and explaining the best solution to the problem, expediting corrections/adjustments, and following up to ensure resolution. 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. Managing day-to-day business processes, liaising with other departments where appropriate. Suggesting amendments to Standard Operating Procedures (SOP). Maintaining knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge. Providing support to team members. Active participation in meetings, expressing your viewpoint but also recognising and listening to others. Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction, increase productivity or reduce costs. Using Salesforce to manage customer contacts and workflow in line with the SOP. Using SAP/Salesforce to manage orders/invoicing. You achieve personal objectives and, work to agreed KPI’s and targets including quality assurance.

This role will be mainly home based, with 1 day per week being office based from our office in either Abingdon or Colchester. 

You must have the right to live and work in the UK. 

Qualifications

The ideal candidate will have:

Knowledge and Qualifications:

Experience of Microsoft Office and proven ability to acquire technical and system knowledge. Previous Customer Service experience, minimum of one year preferably in an office. Experience of working to KPI’s/SLA’s. Excellent problem solving and initiative skills driven by a desire to reach a satisfactory outcome for the customer  A good standard of Education including English and Maths. Experience of using Microsoft Office and CRM systems would be ideal.

Skills and Behaviours Required:

A determination to drive for results and effective time management skills. Creative thinking ability with proven problem-solving skills. Excellent verbal and written communication skills and be able to communicate clearly and concisely.  Great attention for detail, maintaining accuracy and speed. The ability to work under pressure to deadlines with minimal supervision. An effective team player, building good working relationships and retaining a positive and flexible attitude towards your work and colleagues. Ability to work on your own initiative, organising own workload under supervision. Self-driven to continuously improve performance.

Additional Information

What we offer in return:

An excellent work/life balance with a fantastic, flexible working culture and hybrid working from home and office  25 days annual leave per year plus an extra day off each year for your birthday 3 additional discretionary days for Christmas each year 4 paid volunteering days each year 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.

This role will be mainly home based, with 1 day per week being office based. You will therefore need to be based within a commutable distance of our office in Milton Park, Oxfordshire. 

You must have the right to live and work in the UK. 

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.

Interview process:

Once you have submitted your application, we may get in touch with you for an initial screening conversation or ask you to complete a short video screening exercise to enable us to better understand your skills, experience, and motivation. Following this, you will be invited to attend a competency-based interview, either virtually or in person. Typically, we’d then finish the interview process with a final, 2nd stage interview before extending an offer to the successful applicant.

Being "you" at Taylor & Francis

We want all our candidates to shine in our recruitment process. Please let us know if there is anything we can do to ensure you are able to show us your best self. This could include having the application form in a different format, more time for questions, or anything else – please ask us, we are happy to be flexible Please contact 

Here at Taylor & Francis, we know that many times the 'perfect candidate' doesn't exist, and that people can feel discouraged about applying for a job if they don't fit all the requirements. We encourage you to apply if you're excited about working for us and have some of the skills or experience we're looking for. We believe in the notion that many skills and experiences are transferrable, and you could be just what we need Taylor & Francis is proud to be an Equal Opportunity Employer. We strongly believe in the value of diversity in people and thought. We strive to foster a supportive and inclusive environment where our colleagues can learn, develop, and succeed, all while feeling comfortable with being their true self. We embrace all walks of life regardless 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 any other protected characteristic under local law.

We genuinely care about our colleagues, promoting work-life balance, wellbeing, and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about. 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. It’s also a good way of meeting our recruitment team, who will be happy to advise you on your journey here at T&F.

  • Customer Service Representative

    4 weeks ago

    Abingdon, United Kingdom The Bushcraft Company Full time

    The Bushcraft Company offers outdoor residential school trips to children aged 7-14 years old. Arriving at one of our safari-style tented camps, students will become fully enveloped in the wilderness, sleeping under the stars, and cooking over open fires and experiencing personal growth and development. We are looking for a Customer Service Representative...

  • Customer Service Assistant

    4 weeks ago

    Abingdon, United Kingdom Budgens Peachcroft Full time

    '''Overview: We are seeking a highly motivated and customer-oriented individual to join our team as a Customer Service Representative. As a Customer Service Representative, you will be the first point of contact for our customers, providing exceptional service and support. This is an excellent opportunity for someone who enjoys helping others and has strong...

  • Customer Services Advisor

    2 weeks ago

    Abingdon, Oxfordshire, United Kingdom Cellmark Full time

    Cellmark is one of the UK's largest providers of DNA and forensic testing services to the police, and a leading supplier of paternity and drug testing services to government agencies, the legal community and the general public. With more than 500 employees we have an excellent reputation for quality, reliability and speed of delivery built over 30 years of...

  • Customer Service Representative

    1 week ago

    Abingdon, United Kingdom Informa PLC Full time

    Job Description Every day millions of people read our content. Would you like to be part of our customer journey? We are looking for a Customer Service Representative to work as an integral part of the global department providing outstanding customer service to our internal and external customers. Responsibilities will include: Take ownership of...

  • Member Representative

    3 weeks ago

    Abingdon, United Kingdom Tate Full time

    Tate are working in partnership to recruit a Member Representative to be the first point of contact for their customers. Our customers are members of the Nationwide Building Society, and as a Member Representative, you'll often be the first person they turn to for help. Whether they're contacting us online, on the phone or coming into the branch, you'll use...

  • Customer Service Representative

    6 days ago

    Abingdon, United Kingdom Taylor & Francis Group Full time

    Taylor & Francis Group an Informa BusinessnInforma is a leading academic publishing, business intelligence, knowledge, and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100.nTaylor & Francis is one of the world’s largest publishers of...

  • Customer Service

    4 weeks ago

    Abingdon, United Kingdom JP Autos Full time

    **About us** JP Autos is a local family run business in Abingdon. We are professional, supportive, collaborative, and our goal is to be a competitive one stop shop for customers vehicles. Our work environment includes: - Food provided - Growth opportunities - Regular social events - Performsnce based bonus **Responsibilities**: - Handle customer...

  • Customer Service

    3 weeks ago

    Abingdon, United Kingdom The Recruitment Group Full time

    **The Recruitment Group is hiring!** An exciting opportunity has arisen for a motivated individual to assist with a variety of Customer Service and Administrative tasks as a **Consumer Advisor** Role**:Consumer Advisor** **Salary**: £20,000 Per Annum (Full time) Location: Abingdon, Oxfordshire Hours: 09:0 - 17:00 Monday to Friday Role:...

  • Senior Customer Service Specialist

    2 weeks ago

    Abingdon, United Kingdom Informa PLC Full time

    Job Description 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. Closing Date:  Applications will close on  Monday 8th...

  • Senior Customer Service Specialist

    1 week ago

    Abingdon, United Kingdom Taylor & Francis Full time

    Job Description 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. Closing Date:  Applications will close on  Monday 8th...

  • Customer Services Advisor

    4 weeks ago

    Abingdon, United Kingdom The Bridle Group Full time

    The Bridle Group are one of the UK’s leading Vehicle Leasing Car Specialists and we are expanding very quickly and looking for the right people to come and join our Customer Services Team. As a Customer Service Advisor you will provide excellent customer service and handle a wide range of administrative and customer service related tasks. You will be a...

  • Customer Service Advisor

    3 weeks ago

    Abingdon, United Kingdom South Oxfordshire District Council Full time

    Job Advert **Customer Service Advisor** Salary and grade: £24,760 - Grade 3 progression possible to Grade 4 Duration of role: Permanent Hours per week: 37 hours per week Location: Hybrid working - working at home and at Abbey House, Abingdon on a rota basis. This is an exciting opportunity to join the Customer Service Team within South Oxfordshire and...

  • Customer Service Advisor

    3 weeks ago

    Abingdon, United Kingdom South Oxfordshire District Council Full time

    **Customer Service Advisor** **Salary and grade**: £24,760 - Grade 3 progression possible to Grade 4 **Duration of role: Permanent** **Hours per week**: 37 hours per week **Location**: Hybrid working - working at home and at Abbey House, Abingdon on a rota basis. This is an exciting opportunity to join the Customer Service Team within South Oxfordshire and...

  • Customer Services Advisor

    2 weeks ago

    Abingdon, Oxfordshire, United Kingdom The Bridle Group Full time

    The Bridle Group are one of the UK's leading Vehicle Leasing Car Specialists. We are expanding very quickly and looking for the right people to come and join our Customer Services Team.As a Customer Service Advisor you will provide excellent customer service and handle a wide range of administrative and customer service related tasks. You will be a...

  • Customer Service Assistant

    1 week ago

    Abingdon, United Kingdom Asda Express Full time

    **Role**:Customer Service Assistant - Nights **Location**:Abingdon, OX14 1TZ **Hours**:Part-Time Hours Available **Hourly Rate**: £11.44 **Bonus Scheme**:Quarterly Bonus Incentive! **Company**:Asda Express **We have a Customer Service opportunity available covering Night Shifts from 22.00pm - 06.00am. The rate of pay is £11.44 per hour (50p+ for...

  • Customer Service Administrator

    3 weeks ago

    Abingdon, United Kingdom RME Consultants Full time

    **RME Consultants are working with a business in the Abingdon area to find a Customer Service Administrator to join their growing team. Are you a team player who has previous Customer Service office based experience?** **Role: Customer Service Administrator** **Salary: £25,000 - £28,000 per annum** **Working Hours: Monday - Friday, Full...

  • Customer Service Advisor

    3 weeks ago

    Abingdon, United Kingdom RME Consultants Full time

    **RME Consultants are working with a business in the Abingdon area to find a Customer Service Advisor to join their growing team. Are you a team player who has previous Customer Service office based experience?** **Role: Customer Service Advisor** **Salary: £25,000 - £28,000 per annum** **Working Hours: Monday - Friday, Full time** **Contract:...

  • Customer Services Advisor

    2 weeks ago

    Abingdon, Oxfordshire, United Kingdom The Bridle Group Full time

    The Bridle Group are one of the UK's leading Vehicle Leasing Car Specialists and we are expanding very quickly and looking for the right people to come and join our Customer Services Team.As a Customer Service Advisor you will provide excellent customer service and handle a wide range of administrative and customer service related tasks. You will be a...

  • Customer Service Advisor

    4 weeks ago

    Abingdon, United Kingdom South Oxfordshire District Council Full time

    **Salary and grade**: £24,760 - Grade 3 progression possible to Grade 4 **Duration of role**: Permanent **Hours per week**: 37 hours per week **Location**: Hybrid working - working at home and at Abbey House, Abingdon on a rota basis. This is an exciting opportunity to join the Customer Service Team within South Oxfordshire and Vale of White Horse District...

  • Customer Service Advisor

    4 weeks ago

    Abingdon, United Kingdom South Oxfordshire District Council Full time

    Job Advert **Salary and grade**: £24,760 - Grade 3 progression possible to Grade 4 **Duration of role**:Permanent **Hours per week**:37 hours per week **Location**: Hybrid working - working at home and at Abbey House, Abingdon on a rota basis. This is an exciting opportunity to join the Customer Service Team within South Oxfordshire and Vale of White...