About Us
Taylor & Francis Group is an Informa Business, a leading academic publishing, business intelligence, knowledge and events business listed on the London Stock Exchange and a member of the FTSE 100.
Job Description
We currently have a permanent opportunity for a Customer Service Representative who will provide outstanding customer service to our internal and external customers.
- Taking ownership of customer queries received via phone, email, live chat and in person through to resolution in line with policies, procedures, KPIs and Customer First training best practice.
- Processing orders, invoices, quotes, returns and claims, responding appropriately and swiftly to queries, problems and special requests from customers and escalating to team leaders and managers where appropriate.
- Resolving product or service problems/queries by clarifying customer issues, determining the root cause, selecting and explaining the best solution, expediting corrections/adjustments and following up to ensure resolution.
- Reviewing customer self‑help portals and suggesting new content or amendments.
- Managing day‑to‑day business processes and liaising with other departments where appropriate.
- Suggesting amendments to Standard Operating Procedures (SOP).
- Maintaining knowledge of department policies, processes, procedures and systems and developing an internal network to increase knowledge.
- Providing support to team members.
- Actively participating in meetings, expressing your viewpoint while recognising and listening to others.
- Suggesting improvement ideas and assisting with implementation 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.
- Achieving personal objectives and working to agreed KPIs and targets including quality assurance.
Qualifications
- Experience of Microsoft Office and proven ability to acquire technical and system knowledge.
- Previous Customer Service experience.
- Experience of working to KPIs/SLA’s.
- A good standard of education including English and Maths.
- Experience of using a CRM system would be ideal.
Benefits
- Competitive salary.
- Excellent work/life balance with a 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.
Additional Information
- 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 requiring on‑site reporting at least 3x weekly; we can only consider candidates within a reasonable commuting distance to our Abingdon location.
- Our Milton Park office will relocate from Milton Park Abingdon to Oxford City Centre in late 2027 / early 2028.
Equal Opportunity
Taylor & Francis is a proud 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. Taylor & Francis recruits, develops and retains colleagues without regard to any protected personal characteristics or other non‑merit based factor.
Contact Details:
Taylor & Francis Group Recruitment Team
