Customer Service Specialist in Abingdon

Company Description

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. It is listed on the London Stock Exchange and is a member of the FTSE 100. Taylor & Francis is one of the world’s largest publishers of high-quality, peer-reviewed scholarly journals, books, e-books, and reference works. We empower learners, thinkers, and doers with trusted knowledge that advances research and enriches lives.

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. The position reports to the Customer Service Manager and will work as part of a global team, collaborating to manage day-to-day business processes and end-to-end customer workflows liaising with other departments where appropriate.

What you'll be doing:

• 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 practice.
• Take responsibility for the processing of orders, invoices, quotes, returns, and claims in a timely and accurate manner.
• Resolving product or service problems/queries by clarifying customer issues, determining the root cause of the problem, selecting and explaining the best solution to the problem, expediting corrections/adjustments, and following up to ensure resolution.
• Managing day-to-day business processes, liaising with other departments where appropriate.
• Creating and updating Standard Operating Procedures (SOP) or suggesting amendments to relevant teams.
• Providing support to team members, assisting with training if appropriate.
• Using SAP/Salesforce to manage customer contacts and workflow in line with the SOP.

Qualifications

What we're looking for:

• Experience of Microsoft Office, including intermediate knowledge of Excel.
• Previous Customer Service experience, minimum of one year preferably in an office.
• A good standard of Education including English and Maths.
• Intermediate knowledge of SAP and Salesforce.
• Excellent verbal and written communication skills.
• An effective team player, building good working relationships and retaining a positive and flexible attitude towards your work and colleagues.

Additional Information

What we offer in return:

• An excellent work/life balance with a flexible working culture and hybrid working 3 days in the office and 2 days from home.
• 25 days annual leave per year plus an extra day off each year for your birthday.
• Employee assistance programme - Offering 24/7 well-being support.
• Pension scheme.
• Life assurance, plus optical and medical care.

You must have the right to live and work in the UK. Closing date for applications: 06 May 2026. Applications are reviewed on a rolling basis and interviews will be conducted throughout the duration of the recruitment process.

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.

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.