Customer Experience Lead (12 month maternity cover) in Milton of Leys

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, liaising with other departments where appropriate.

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 and 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.
• 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 to help define solutions that reduce complexity, and customer effort, improve customer experience/satisfaction, increase productivity, and enhance employee engagement.
• 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.
• Take ownership of assigned projects, planning/managing, and delivering milestones on time.
• Facilitating meetings and delivering presentations.
• Proactively creating and developing improvement ideas and driving forward the implementation of those ideas to improve customer satisfaction, reduce queries, increase productivity, or reduce costs.
• 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) with expertise to train new team members.
• Demonstrable previous Customer Service experience in an office environment covering a variety of CS processes and including management of complex/challenging customer issues.
• 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 with experience of encouraging others to work to Service Level Agreements and CS metrics.
• 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.