Customer Success Specialist

Location: Hybrid role based in the UK, with onsite reporting at least three times per week at the Abingdon location; candidates must live within a reasonable commuting distance and have the right to live and work in the UK. The 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 long-term customer relationships.
• Monitor accounts, conduct regular check-ins and reviews, and proactively address customer concerns and risks.
• Process orders, invoices, quotes, returns, and claims accurately and coordinate escalations when needed.
• Diagnose product and service issues, explain solutions, and follow up to confirm resolution.
• Use SAP and Salesforce, maintain SOPs, support colleagues, and contribute to process and customer experience improvements.

Requirements

• Previous experience across a broad range of customer service activities.
• Advanced knowledge of Excel and Microsoft Office.
• Advanced knowledge of SAP, Salesforce, and other customer service systems, including testing new functionality.
• Experience working to KPIs and SLAs, with an understanding of customer service processes and product-related issues.
• Experience managing projects and collaborating with related departments.
• Right to live and work in the UK and availability to report onsite at least three times weekly within commuting distance of Abingdon.

Culture & Benefits

• Flexible hybrid working culture with an emphasis 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, life assurance, optical and medical care, and a pension scheme.
• Employee assistance programme with 24/7 wellbeing support and a Share Match plan.