Customer Service Team Lead

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

Company

Informa is a FTSE 100 academic publishing, business intelligence, knowledge and events business; Taylor & Francis Group is its academic publishing business producing peer-reviewed books and journals.

What you will do

• Lead by example, promote collaboration and ensure customer service follows best practice, company policies and procedures.
• Own complex and escalated customer queries through resolution while improving customer satisfaction, first-time resolution and customer effort.
• Manage team workload, global capacity, priorities and departmental objectives, removing obstacles to delivery.
• Recruit, train, coach and develop team members; set objectives, conduct reviews and one-to-ones, and manage performance.
• Lead meetings and presentations, manage assigned projects and deliver milestones on time.
• Develop and implement process improvements, and compile and cascade monthly and other performance reports by agreed deadlines.

Requirements

• Demonstrable previous customer service leadership experience in an office environment, covering varied customer service processes and management of complex or challenging customer issues.
• Experience supervising colleagues and encouraging teams to work to KPIs, Service Level Agreements and customer service metrics.
• Experience managing projects and engaging contributors at all levels.
• Advanced working knowledge of Microsoft Office and customer service systems, with expertise to train new team members.
• Understanding of related departments and established contacts within and outside Customer Service.
• Must have the right to live and work in the UK and be based within commuting distance of the Milton Park, Oxfordshire office.

Nice to have

• Experience with SAP and Salesforce.
• Understanding and experience using Lean Six Sigma methodology.

Culture & Benefits

• Flexible hybrid working with a focus on work-life balance, wellbeing and professional development.
• 25 days of annual leave, an additional birthday day off and 3 discretionary Christmas days.
• 4 paid volunteering days, employee assistance with 24/7 wellbeing support, pension scheme and life assurance.
• Optical and medical care, plus a Share Match plan matching each purchased share with two free shares.
• Individual development planning, training, coaching and resources for short- and long-term career goals.
• Inclusive and supportive workplace focused on collaboration, diversity and equal opportunity.

Hiring process

• Applications are reviewed on a rolling basis and interviews are conducted throughout the recruitment process.
• Applications should be submitted as soon as possible; the posting lists a closing date of 16 November 2026.