Customer Service Team Lead

Location: Hybrid, with 3 days per week in the Milton Park, Oxfordshire office. Applicants must live within a commutable distance and have the right to live and work in the UK.

Company

Informa is an academic publishing, business intelligence, knowledge, and events business; Taylor & Francis produces peer-reviewed books and journals.

What you will do

• Lead and motivate a customer service team, promoting best practices, collaboration, and performance against objectives.
• Own complex and escalated customer queries through to resolution while improving customer satisfaction and first-time resolution.
• Manage workload, capacity, priorities, and day-to-day customer service processes across global teams.
• Recruit, train, coach, and support team members; set objectives, conduct reviews, and manage performance.
• Develop and implement process improvements to reduce queries, increase productivity, and lower costs.
• Manage assigned projects, meetings, presentations, and monthly performance reporting.

Requirements

• Demonstrable customer service leadership experience across varied customer service processes.
• Experience managing complex or challenging customer issues and working to KPIs and SLAs.
• Advanced knowledge of Microsoft Office and customer service systems, ideally SAP and Salesforce.
• Experience supervising colleagues, managing projects, and engaging contributors at different levels.
• Understanding of related departments and experience working with internal and external contacts.
• Right to live and work in the UK and ability to commute to the Oxfordshire office are required.

Nice to have

• Experience with Lean Six Sigma methodology.

Culture & Benefits

• Flexible hybrid working with a focus on work-life balance and wellbeing.
• 25 days of annual leave, one birthday day off, and three additional discretionary days at Christmas.
• Four paid volunteering days and a 24/7 employee assistance programme.
• Share Match plan, pension scheme, life assurance, optical care, and medical care.
• Professional development support through a bespoke development plan, training, coaching, and career resources.

Hiring process

• Applications close on 06 October 2026.
• Applications are reviewed on a rolling basis and interviews take place throughout the recruitment process.