Customer Success Specialist

Location: Hybrid role based near Abingdon, UK, with on-site reporting at least three times per week. Candidates must be within a reasonable commuting distance of Abingdon and have the right to live and work in the UK. The Milton Park office is expected to relocate to Oxford City Centre in late 2027 or early 2028.

Company

Informa is an academic publishing, business intelligence, knowledge, and events business; Taylor & Francis is its scholarly publishing business.

What you will do

• Own customer queries received by phone, email, live chat, and in person through to resolution.
• Act as the primary customer service contact for assigned strategic accounts and build lasting customer relationships.
• Monitor accounts, conduct check-ins and reviews, identify risks, and support customer business objectives.
• Process orders, invoices, quotes, returns, and claims accurately and escalate issues when appropriate.
• Resolve product and service problems, improve self-help content, and create or update standard operating procedures.
• Use SAP and Salesforce to manage orders, customer contacts, workflows, KPIs, and quality assurance.

Requirements

• Previous customer service experience across a broad range of tasks.
• Advanced knowledge of Microsoft Excel and experience with Microsoft Office.
• Advanced knowledge of SAP, Salesforce, and other customer service systems.
• Experience working with KPIs and SLAs, including quality assurance.
• Good standard of education, including English and Maths, with the ability to resolve product and process-related customer questions.
• Experience managing projects and collaborating with related departments.

Culture & Benefits

• Flexible hybrid working culture with a focus on work-life balance.
• 25 days of annual leave, a birthday day off, and three additional discretionary days during the holiday season.
• Four paid volunteering days per year.
• Company-funded private medical insurance, employee assistance support, life assurance, and optical and medical care.
• Pension scheme and Share Match plan.
• Inclusive, supportive workplace with opportunities for learning, innovation, and professional development.