Customer Service Representative

TL;DR

Customer Service Representative (Academic Publishing): Handling customer queries via phone, email, live chat, and in person through to resolution with an accent on order processing, invoicing, returns, and claims. Focus on resolving product issues, managing CRM workflows in Salesforce/SAP, and suggesting improvements to self-help portals and SOPs.

Location: Hybrid role based in Abingdon, UK (relocating to Oxford city centre in late 2027/early 2028), requires on-site presence at least 3x weekly and right to live/work in the UK; candidates must be within reasonable commuting distance

Company

World-leading academic publisher of scholarly journals, books, and reference works as part of Informa (FTSE 100 company).

What you will do

• Take ownership of customer queries across channels, resolving them per policies, KPIs, and best practices to boost satisfaction and first-time resolution.
• Process orders, invoices, quotes, returns, and claims accurately and swiftly, escalating issues as needed.
• Resolve product/service problems by identifying root causes, implementing solutions, and following up.
• Review and suggest improvements to customer self-help portals based on interactions.
• Manage daily processes, liaise with departments, update SOPs, and support team members.
• Use Salesforce/SAP for contacts, workflows, and orders while meeting personal KPIs.

Requirements

• Must have right to live and work in the UK and be within commuting distance to Abingdon
• Previous customer service experience and working to KPIs/SLAs
• Experience with Microsoft Office and ability to learn technical systems
• Good standard of education including English and Maths

Nice to have

• Experience using a CRM system

Culture & Benefits

• Flexible working culture with excellent work/life balance
• 25 days annual leave + birthday day off + 3 discretionary holiday days + 4 volunteering days
• Company-funded private medical insurance, employee assistance programme, pension, life assurance
• Share Match plan and optical/medical care