At a Glance
- 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.
- Other info: Dynamic environment with opportunities for personal growth and development.
- 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.
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) in Portsmouth employer: Taylor & Francis Group
At Taylor & Francis Group, we pride ourselves on being an exceptional employer that champions innovation and collaboration in the publishing industry. Our hybrid work culture fosters flexibility while ensuring strong team connections, and we offer robust professional development opportunities to help you thrive in your career. Located in the UK, our commitment to open access publishing not only drives meaningful change but also empowers our employees to make a significant impact in the global academic community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative (Hybrid - 3x per week on site) in Portsmouth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Taylor & Francis Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Taylor & Francis Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Representative (Hybrid - 3x per week on site) in Portsmouth
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Taylor & Francis Group:Your cover letter is your chance to shine! Tell us why you want to work at Taylor & Francis Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Taylor & Francis Group!
How to prepare for a job interview at Taylor & Francis Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
