Customer Services Representative in Abingdon

Informa is a leading academic publishing, business intelligence, knowledge and events business, creating unique content and connectivity for all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100. Taylor & Francis Group produces high quality, peer reviewed books and journals. We produce unique, trusted content by expert authors, spreading knowledge and promoting discovery globally. Our purpose is to foster human progress through knowledge.

Our Customer Services team is looking to hire a Customer Service Representative who will work as an integral part of the department by providing outstanding customer service to our internal and external customers. This role will be blended-working; you’ll work 2 days a week from home and 3 days in our Milton Park, Abingdon UK office. Due to the on-site requirement, we are only considering candidates who are in a close proximity and commutable distance to our office in Oxfordshire.

What you’ll be doing:

• Taking ownership of customer queries received via phone, email, KPI’s and Customer First training best practice.
• Striving to increase customer satisfaction/first time resolution and reduce the need for customers to contact.
• Taking responsibility for the processing of orders, invoices, quotes, in a timely and accurate manner, responding appropriately and swiftly to queries, problems and special requests from customers.
• 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.
• Reviewing the customer self-help portals and suggesting 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.
• Active participation in meetings, expressing your viewpoint but also recognizing 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.
• Achieving personal objectives and working to agreed KPI’s and targets including quality assurance.
• Helping on projects and workload as determined by business needs and the Manager.

Qualifications:

• Previous Customer Service experience preferred.
• Experience working to accomplish KPI’s/SLA’s.
• Able to multi-task and work on multiple systems/programs efficiently.
• Problem-solving skills.
• Excellent verbal and written communication skills in English.
• Great attention to detail, maintaining accuracy and speed.
• The ability to work under pressure to deadlines with minimal supervision.
• A team player, building good working relationships and retaining a positive attitude towards your work and colleagues.
• Experience with Microsoft Office and Microsoft Excel.
• Experience with SAP and Salesforce is preferable.
• Able to type at least 40 wpm.

Additional Information:

• You must have the right to reside and work in the United Kingdom.
• This role will be blended-working; you’ll work 2 days a week from home and 3 days in our Milton Park, Abingdon UK office.
• Closing date for applications: 29 December 2025.

What we’re offering in return:

• An excellent work/life balance with a fantastic, flexible working culture.
• 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.
• Life assurance, plus optical and medical care.

At Taylor & Francis, we 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.

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.

If you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don’t fit every item listed above. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and contribute regardless of their identity or background.

Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves.