Customer Service Specialist

Location: Hybrid role based in Colchester, United Kingdom, with onsite reporting at least three times per week. Candidates must live within reasonable commuting distance and have the right to live and work in the UK.

Company

Informa is a FTSE 100 information, academic publishing, business intelligence, knowledge, and events company; Taylor & Francis is its scholarly publishing business.

What you will do

• Own customer queries across phone, email, live chat, and in-person channels through to resolution.
• Act as the primary customer service contact for assigned strategic accounts and build long-term customer relationships.
• Manage account concerns, conduct regular check-ins and reviews, and work with Commercial colleagues.
• Process orders, invoices, quotes, returns, claims, corrections, and special requests accurately and promptly.
• Use SAP and Salesforce to manage customer contacts, orders, workflows, and service processes.
• Maintain and improve SOPs, self-help content, customer satisfaction, productivity, and quality performance.

Requirements

• Previous customer service experience across a broad range of tasks.
• Advanced Microsoft Excel and Microsoft Office knowledge.
• Advanced knowledge of SAP, Salesforce, and other customer service systems.
• Experience working with KPIs and SLAs, including quality assurance.
• Understanding of customer service processes, product-related issues, and cross-department collaboration.
• Experience managing projects and a good standard of education including English and Maths.

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.
• Private medical insurance, employee assistance programme, life assurance, and optical and medical care.
• Share Match plan and pension scheme.
• Inclusive, supportive environment with opportunities for professional development and innovation.