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- Tasks: Provide outstanding customer service via phone, email, and live chat while resolving queries.
- Company: Join Taylor & Francis Group, a leading academic publisher with a global impact.
- Benefits: Enjoy flexible hybrid work, 25 days leave, wellbeing support, and health benefits.
- Why this job: Be part of a team that empowers learners and enriches lives through knowledge.
- Qualifications: Customer service experience and proficiency in Microsoft Office required.
- Other info: Dynamic environment with opportunities for personal growth and development.
The predicted salary is between 28800 - 43200 £ per year.
Customer Service Representative (Hybrid - 3x per week on site)
Taylor & Francis Group, an Informa Business, is a leading academic publishing, business intelligence, knowledge, and events company, creating unique content and connectivity for customers worldwide. Our purpose is to foster human progress through knowledge.
Job Description
Every day, millions of people read our content. We are seeking a Customer Service Representative to join our global team, providing outstanding service to internal and external customers. Reporting to the Customer Service Manager, you will collaborate across departments, manage daily processes, and contribute to improving customer satisfaction, productivity, and cost efficiency.
What you'll be doing:
- Handle customer queries via phone, email, live chat, and in person, resolving issues in accordance with policies, KPIs, and best practices, aiming for first contact resolution.
- Process invoices and quotes accurately, responding to customer queries and escalating issues when necessary.
- Resolve product or service issues by identifying root causes, explaining solutions, and following up to ensure resolution.
- Review and update customer self-help portals based on customer interactions.
- Manage business processes and liaise with other departments as needed.
- Suggest and help implement improvements to SOPs and workflows.
- Maintain knowledge of policies, processes, and systems, developing internal networks to enhance expertise.
- Support team members and actively participate in meetings, sharing insights and feedback.
- Utilize Salesforce and SAP for managing contacts, workflows, and orders, ensuring adherence to SOPs.
- Meet personal objectives and KPIs, including quality standards.
Qualifications Knowledge and Experience:
- Proficiency in Microsoft Office and ability to quickly learn new systems.
- At least one year of customer service experience, preferably in an office setting.
- Experience working with KPIs and SLAs.
- Strong problem-solving skills and a customer-focused approach.
- Good educational background, including competence in English and Maths.
- Experience with CRM systems like Salesforce is advantageous.
Skills and Behaviors:
- Results-driven with effective time management.
- Creative problem solver with excellent communication skills.
- Detail-oriented, accurate, and efficient.
- Ability to work under pressure and meet deadlines with minimal supervision.
- Team player with a positive attitude and flexibility.
- Self-motivated to improve performance continuously.
Additional Information:
We offer a flexible hybrid work model (3 days in the office, 2 from home), 25 days annual leave plus extra days for your birthday and Christmas, volunteering days, wellbeing support, share matching, pension, and health benefits. Applicants must be based within a reasonable commute of our offices in Milton Park, Oxfordshire, or Colchester, and have the right to work in the UK. Application deadline: 05 June 2025. We review applications on a rolling basis and encourage early applications.
Customer Service Representative (Hybrid - 3x per week on site) employer: Taylor & Francis Group
Contact Detail:
Taylor & Francis Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representative (Hybrid - 3x per week on site)
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Taylor & Francis Group. Understand their mission and values, and think about how your experience aligns with their goals. This will help you stand out and show that you're genuinely interested.
✨Tip Number 2
Practice makes perfect! Prepare for common customer service scenarios you might face in the role. Think about how you'd handle tricky situations or difficult customers. Role-playing with a friend can help you feel more confident when it’s your turn to shine.
✨Tip Number 3
Show off your skills! During the interview, highlight your problem-solving abilities and any experience with CRM systems like Salesforce. Share specific examples of how you've improved customer satisfaction or streamlined processes in previous roles.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and gives you another chance to reiterate why you’re the perfect fit for the team. Plus, it keeps you fresh in their minds!
We think you need these skills to ace Customer Service Representative (Hybrid - 3x per week on site)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Service Representative role. Highlight your customer service experience, especially any work with KPIs and SLAs, to show us you’re the right fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer service and how your problem-solving skills can contribute to our team. Keep it engaging and personal!
Showcase Your Communication Skills: Since this role involves handling queries via various channels, make sure your application showcases your excellent communication skills. Whether it’s in your CV or cover letter, let us see how you connect with customers!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of being noticed. It’s quick and easy, and we can’t wait to see your application come through!
How to prepare for a job interview at Taylor & Francis Group
✨Know the Company Inside Out
Before your interview, take some time to research Taylor & Francis Group. Understand their mission, values, and the type of content they publish. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
Prepare specific examples from your past experience that highlight your customer service skills. Think about times when you resolved a difficult issue or improved a process. Be ready to discuss how you can apply these skills to meet the KPIs and SLAs mentioned in the job description.
✨Familiarise Yourself with CRM Tools
Since the role involves using Salesforce and SAP, it’s a good idea to brush up on these systems if you have experience with them. If not, consider watching a few tutorial videos to get a basic understanding. This shows initiative and readiness to hit the ground running.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, company culture, and what success looks like in this role. This not only demonstrates your enthusiasm but also helps you gauge if the company is the right fit for you.
