Customer Experience Lead (12 month maternity cover) in England

Taylor & Francis Group, an Informa Business, is a leading academic publishing, business intelligence, knowledge and events business, creating unique content and connectivity for customers all over the world. We produce high quality, peer reviewed books and journals, spreading knowledge and promoting discovery globally.

Are you ready to be a Customer Experience Lead, encouraging and inspiring others to improve customer experience, investigating and driving forward the implementation of process improvements? This role is available on a six-month fixed-term basis and will work from home and from our offices in Oxfordshire three times a week. The position reports to the Customer Service Manager and will work as part of a global Customer Service team, collaborating to manage day-to-day business processes and customer workflows.

The successful candidate should have demonstrable previous Customer Service leadership and continuous improvement experience covering a variety of CS processes and including management of complex/challenging customer issues.

• Leading by example to encourage and inspire others to provide excellent customer service in line with best practice and company policy and procedures.
• Promoting teamwork & collaboration to effectively achieve individual, team, and departmental objectives, sharing knowledge and skills.
• Taking ownership of complex/escalated customer queries through to resolution, striving to increase customer satisfaction/first time resolution and reduce the need for customers to contact.
• Leverage the voice of the customer (VOC), operational metrics, and best practice methodology to identify opportunities to improve the customer experience.
• Develop succinct and compelling problem statements for customer pain points.
• Conduct data collection discovery, subject matter expert (SME) interviews/workshops, process mapping, and related gap analyses.
• Evaluate existing day-to-day practices, analyzing root causes and identifying improvement opportunities.
• Collaborate with experts to understand the as-is customer journey, solve customer pain points, and develop to-be recommendations to close gaps.
• Develop a customer-centric culture, building relationships/partners with experts and stakeholders to assess, improve, and implement continuous improvement projects and related solutions.
• Estimate project cost/benefit; develop a sound business case for the intended improvement.
• Manage project performance, evaluating the overall performance of enhancements for benefit realization.
• Facilitating meetings and delivering presentations.
• Proactively creating and developing improvement ideas and driving forward the implementation of those ideas.
• Managing monthly reporting and other performance reports to ensure they are compiled and cascaded by agreed deadlines.

• Advanced working knowledge of Microsoft Office and systems used within Customer Service systems (ideally SAP and Salesforce).
• Demonstrable previous Customer Service experience in an office environment covering a variety of CS processes.
• Experience of encouraging others to work to KPI’s/SLA’s.
• Experience of managing projects, engaging contributors at all levels.
• Proven evidence of your ability to supervise colleagues.
• Ideally, understanding and experience using Lean 6 Sigma methodology.
• Understanding of the role of related departments and have a range of contacts outside and within Customer Service.

• An excellent work/life balance with a fantastic, flexible working culture.
• 25 days annual leave per year plus a 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.
• Life assurance, plus optical and medical care.

This role will be based in the UK and you must have the right to live and work in the UK. This is a hybrid position that will require on-site reporting at least 3 times weekly. As such, we can only consider candidates within a reasonable commuting distance to our Abingdon location.

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.