Customer Success Specialist in Abingdon

Job Description

Taylor & Francis is looking for an experienced Customer Success Specialist to ensure customers achieve desired outcomes using our products and services.

This role serves as the primary Customer Service contact for assigned strategic accounts and drives customer satisfaction, first‑time resolution, and low effort.

Responsibilities

• Take ownership of customer queries via phone, email, live chat, and in‑person, resolving them in line with policies and procedures and aiming to increase satisfaction/first‑time resolution.
• Serve as the primary contact for assigned strategic accounts, building strong relationships through effective communication and engagement.
• Act as a trusted advisor, understanding customers’ business objectives and challenges.
• Proactively monitor assigned accounts, conduct check‑ins and risk reviews with Commercial colleagues.
• Process orders, invoices, quotes, returns, and claims accurately and promptly.
• Resolve product or service problems, identify root cause, provide solutions and follow‑up.
• Review customer self‑help portals and suggest content improvements.
• Manage day‑to‑day business processes and liaise with other departments.
• Create and update SOPs or suggest amendments.
• Maintain knowledge of policies, processes, procedures, and systems.
• Support department goals by assisting with varied tasks and sharing knowledge.
• Provide support and training to teammates.
• Suggest improvement ideas and help implement them.
• Use SAP/Salesforce to manage orders and workflow.
• Work to agreed KPIs and targets, including quality assurance.

Qualifications

• Advanced knowledge of Microsoft Office, especially Excel.
• Previous customer service experience covering a wide range of tasks.
• Experience working to KPIs/SLA’s and encouraging others to meet them.
• Good standard of education, including English and Maths.
• Understanding of related departments and cross‑functional contacts.
• Advanced knowledge of SAP, Salesforce, and other CS systems; super‑user status.
• Strong grasp of process and product issues; able to answer all customer questions confidently.
• Project management experience.

Benefits

• Competitive salary
• 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
• 4 paid volunteering days each year
• Company‑funded single cover private medical insurance
• Employee assistance programme with 24/7 well‑being support
• Share Match plan
• Pension scheme
• Life assurance, optical and medical care
• Application Details
• Closing date for applications: 13 July 2026
• This role is based in the UK; candidates must have the right to live and work in the UK.
• Hybrid position: require on‑site reporting at least 3 times per week; candidates must be within reasonable commuting distance to our Abingdon location.
• Office relocation from Milton Park Abingdon to Oxford City Centre in late 2027/early 2028.

Taylor & Francis is a proud Equal Opportunity Employer.

We value diversity and inclusion, and we do not discriminate on any protected characteristic.

We are committed to a work‑life balance and a supportive environment for all employees.

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