Role Overview
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We are looking for a Customer Service Customer Experience Lead to inspire and guide a global customer service team, driving continuous improvement and delivering outstanding customer experience.
This is a six‑month fixed‑term role based in the UK. You will work from home and from our offices in Oxfordshire three times a week.
Responsibilities
- Lead by example to encourage and inspire others to provide excellent customer service in line with best practice and company policy.
- Own complex and escalated customer queries, striving to increase customer satisfaction, first‑time resolution and reduce the need for repeat contact.
- Leverage the voice of the customer, operational metrics and best practice methodology to identify opportunities for improvement.
- Conduct data collection, process mapping and gap analyses to define solutions that reduce complexity, improve customer satisfaction and increase productivity.
- Collaborate with stakeholders to close gaps in the customer journey and develop customer‑centric recommendations.
- Build relationships with experts and stakeholders to assess, improve and implement continuous improvement projects.
- Develop business cases, estimate project cost/benefit and manage project performance, ensuring benefit realization.
- Take ownership of assigned projects, planning, managing and delivering milestones on time.
- Facilitate meetings, deliver presentations and manage monthly reporting to ensure agreed deadlines are met.
- Drive forward the implementation of improvement ideas that enhance customer satisfaction, reduce queries, increase productivity and reduce cost.
Qualifications
- Advanced working knowledge of Microsoft Office and customer service systems (ideally SAP and Salesforce), with the ability to train new team members.
- Proven customer service experience in an office environment, managing complex/challenging customer issues and encouraging colleagues to meet KPIs and SLAs.
- Experience managing projects and engaging contributors at all levels.
- Experience leading teams to meet service level agreements and metrics.
- Understanding of Lean Six Sigma methodology is ideal.
- Knowledge of related departments and a range of contacts within and outside Customer Service.
Benefits
- Competitive salary
- Excellent work/life balance with a flexible working culture
- 25 days annual leave per year plus a birthday holiday
- 3 additional discretionary days off during the holiday season
- 4 paid volunteering days each year
- Company funded single cover private medical insurance
- Employee assistance programme – 24/7 well‑being support
- Share Match – match every share purchased with two free shares
- Pension scheme
- Life assurance, optical and medical care
Location & Working Arrangements
Based in the UK – you must have the right to live and work in the UK. This hybrid position requires on‑site reporting at least 3 times a week in Abingdon. Relocation from Milton Park Abingdon to Oxford City Centre is scheduled for late 2027 / early 2028.
Closing date for applications: 17 June 2026.
Equal Opportunity Employer
Taylor & Francis is proud to be an Equal Opportunity Employer. We recruit, develop and retain colleagues without regard to protected characteristics, fostering an inclusive environment where all can succeed.
Ethics and Values
We believe that our success is driven by a culture of integrity, curiosity, and contribution. If you bring most of the skills we seek and share our values, we encourage you to apply.
Contact Details:
Taylor & Francis Group Recruitment Team
