Customer Service Specialist

TL;DR

Customer Service Specialist (Customer Support): Managing end-to-end customer workflows and resolving queries via phone, email, and chat with an accent on improving customer satisfaction and productivity. Focus on optimizing business processes, managing orders in SAP/Salesforce, and enhancing self-help portals.

Location: Hybrid (3 days office / 2 days home). Must be based within a commutable distance of Milton Park, Oxfordshire, UK and have the right to work in the UK

Company

A leading academic publishing, business intelligence, and events business listed on the London Stock Exchange (FTSE 100).

What you will do

• Resolve customer queries via phone, email, and live chat following KPI and Customer First best practices.
• Process orders, invoices, quotes, returns, and claims accurately and timely.
• Analyze root causes of service problems and implement effective solutions to reduce customer contact.
• Review and suggest improvements for customer self-help portals and internal SOPs.
• Collaborate with other departments to manage day-to-day business processes.
• Manage customer contacts and invoicing using SAP and Salesforce.

Requirements

• Minimum one year of customer service experience, preferably in an office environment.
• Intermediate knowledge of SAP, Salesforce, and Microsoft Excel.
• Experience working with KPIs and SLAs.
• Must have the right to live and work in the UK.
• Must be based within a commutable distance of Milton Park, Oxfordshire.
• Excellent verbal and written communication skills.

Culture & Benefits

• Flexible hybrid working culture (3 days office / 2 days home).
• 25 days annual leave plus birthday and Christmas days off.
• 4 paid volunteering days per year.
• Comprehensive benefits including pension, life assurance, and medical/optical care.
• Share Match plan that matches every share purchased with two free shares.
• 24/7 well-being support via an Employee Assistance Programme.

Hiring process

• Initial screening conversation or short video screening exercise.
• Competency-based interview (virtual or in person).
• Final second-stage interview.