Overview
Every day millions of people read our content. This role is a six‑month fixed‑term Customer Service Customer Experience Lead, encouraging and inspiring others to improve customer experience, investigate and drive forward the implementation of process improvements. It will be worked from home and will involve attending our Oxfordshire office three times a week. The role reports to the Customer Service Manager and is part of a global Customer Service team that manages daily business processes and customer workflows, liaises with other departments and drives process improvement to improve satisfaction, first‑time resolution and reduce customer effort.
Responsibilities
- Lead by example to encourage and inspire others to deliver excellent customer service in line with best practice and company policy and procedures.
- Take ownership of complex or 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, operational metrics and best practice methodology to identify opportunities to improve the customer experience; develop succinct problem statements for pain points; conduct data collection, SME interviews/workshops, process mapping and related gap analyses.
- Evaluate existing day‑to‑day practices, analyse root causes and identify improvement opportunities to reduce complexity, customer effort, increase productivity and enhance employee engagement.
- Collaborate with experts to understand the as‑is customer journey, solve pain points and develop to‑be recommendations to close gaps.
- Develop a customer‑centric culture, build relationships with experts and stakeholders to assess, improve and implement continuous improvement projects and related solutions.
- Estimate project cost/benefit and develop a sound business case.
- Manage project performance, evaluating overall performance of enhancements for benefit realisation; take ownership of assigned projects, plan, manage and deliver milestones on time; lead cross‑functional project teams when required.
- Facilitate meetings and deliver presentations.
- Proactively create and develop improvement ideas and drive implementation to improve customer satisfaction, reduce queries, increase productivity or reduce costs; provide constructive feedback on new processes and embrace change.
- Manage monthly reporting and other performance reports to ensure they are compiled and cascaded by agreed deadlines.
Qualifications
- Demonstrable previous customer service leadership and continuous improvement experience covering a variety of CS processes and including management of complex or challenging customer issues.
- Experience encouraging others to work to KPIs and SLAs.
- Experience managing projects and engaging contributors at all levels.
- Proven evidence of supervising colleagues and encouraging performance to SLAs and CS metrics.
- Ideally, understanding and experience using Lean Six Sigma methodology.
- Understanding of the role of related departments and a range of contacts outside and within Customer Service.
- Advanced working knowledge of Microsoft Office and customer service systems (SAP, Salesforce) with the ability to train new team members.
- Ability to work from home and attend the Oxfordshire office at least three times a week; residency within a reasonable commuting distance to Abingdon is required.
Office Relocation
The Milton Park office will relocate to Oxford City Centre in late 2027 or early 2028, offering an exciting new workplace in the heart of the city.
Benefits
- Competitive salary.
- Excellent work/life balance with a flexible working culture.
- 25 days annual leave per year plus a birthday day off.
- 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 – 24/7 wellbeing support.
- Share Match – plan that matches every share purchased with two free shares.
- Pension scheme.
- Life assurance, plus optical and medical care.
Equal Opportunity Employer
Taylor & Francis Group an Informa Business is a proud Equal Opportunity Employer. We believe in and value diversity, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves.
