Customer Service Representative (Hybrid) in Milton

Company Description

Taylor & Francis Group is an Informa Business. Informa 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

We currently have a permanent opportunity for a Customer Service Representative to work as an integral part of the department by providing outstanding customer service to our internal and external customers.

As a Customer Service Representative you will aid in our mission by:

• Taking 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.
• 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, returns and claims, working precisely and carefully, 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 the 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, 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.

Qualifications

What we are looking for:

• Experience of Microsoft Office and proven ability to acquire technical and system knowledge.
• Previous Customer Service experience.
• Experience of working to KPI’s/SLA’s.
• A good standard of Education including English and Maths.
• Experience of using a CRM system would be ideal.

Additional Information

What we offer in return:

• Competitive salary.
• 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.
• Pension scheme.
• Life assurance, plus optical and medical care.

What you should know:

• Closing date for applications: 17 June 2026.
• 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 3x weekly.

Being Yourself at Taylor & Francis

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 make a contribution regardless of their identity or background.

Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life. 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.