Customer Experience Lead (12 month maternity cover) at Informa Intelligence

Vale of White Horse, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

02 Sep, 26

Salary

0.0

Posted On

04 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service Leadership, Team Management, Process Improvement, Conflict Resolution, Performance Management, Project Management, Microsoft Office, SAP, Salesforce, KPI Management, SLA Management, Lean 6 Sigma, Coaching, Reporting, Stakeholder Engagement, Customer Experience

Industry

Information Services

Description

Company Description Taylor & Francis Group an Informa Business Informa is a leading academic publishing, business intelligence, knowledge and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100. Taylor & Francis Group produces high quality, peer reviewed books and journals. We produce unique, trusted content by expert authors, spreading knowledge and promoting discovery globally. We aim to broaden thinking and advance understanding, providing academics and professionals with a platform to share ideas and realise their individual potential. Job Description Every day millions of people read our content. Would you like to be part of our customer journey? Are you ready to be a Customer Experience Lead managing a team with a determination to drive for results. This key role will work from home and from our offices in Oxfordshire once to twice a week. You will lead by example to encourage and inspire others to provide excellent customer service in line with best practice and company policy and procedures. The position reports to the Customer Service Manager and will work as part of a global Customer Service team, collaborating to manage day to day business processes and customer workflows liaising with other departments where appropriate. Investigating and driving forward the implementation of process improvements to improve customer satisfaction, first time resolution, and reduce customer effort will be a key requirement. The successful candidate should have demonstrable previous Customer Service leadership experience covering a variety of CS processes and including management of complex/challenging customer issues. Closing date for applications: 17 June 2026 Responsibilities will include: Leading by example to encourage and inspire others to provide excellent customer service in line with best practice and company policy and procedures. Promoting team work & collaboration to effectively achieve individual, team and departmental objectives, sharing knowledge and skills. Provide support within own team and to other teams as required. Taking ownership of complex/escalated customer queries through to resolution, striving to increase customer satisfaction/first time resolution and reduce the need for customers to contact. Managing workload, reviewing capacity globally and in collaboration with the management team ensuring your team/department handles day-to-day priorities and department objectives. You take steps to remove obstacles that prevent achievement of objectives. Recruiting new team members. Providing support, training and coaching to members of the team. You inspire others to deliver excellent customer service and encourage others to participate/learn. You share knowledge/skills and available time beyond your team where needed. You set objectives, conduct reviews and regular 1-2-1’s to review progress, manage performance and support team members in their self-development. Facilitating meetings and delivering presentations. Proactively creating and developing improvement ideas and driving forward the implementation of those ideas to improve customer satisfaction, reduce queries, increase productivity or reduce costs. You provide constructive feedback on new processes and developments. You are open to and embrace change and encourage others to do the same. Taking ownership for assigned projects, planning and managing, delivering milestones on time. Managing monthly reporting and other performance reports to ensure they are compiled and cascaded by agreed deadlines. Qualifications Knowledge and Qualifications Advanced working knowledge of Microsoft Office and systems used within Customer Service systems (ideally SAP and Salesforce) with expertise to train new team members. Demonstrable previous Customer Service experience in an office environment covering a variety of CS processes and including management of complex/challenging customer issues. Experience of encouraging others to work to KPI’s/SLA’s. Experience of managing projects, engaging contributors at all levels. Proven evidence of your ability to supervise colleagues with experience of encouraging others to work to Service Level Agreements and CS metrics. Customer Excellence experience. Ideally, understanding and experience using Lean 6 Sigma methodology. Understanding of the role of related departments and have a range of contacts outside and within Customer Service. Additional Information What we offer in return: Competitive salary An excellent work/life balance with a fantastic, flexible working culture 25 days annual leave per year plus a day off for your birthday 3 additional discretionary days off during the holiday season at the end of the year 4 paid volunteering days each year Company funded single cover private medical insurance Employee assistance programme – offering 24/7 well-being support Share Match – Plan that matches every share purchased with two free shares. Pension scheme Life assurance, plus optical and medical care What you should know: Closing date for applications: 17 June 2026 This role will be based in the UK and you must have the right to live and work in the UK This is a hybrid position that will require on site reporting at least 3x weekly. As such, we can only consider candidates within a reasonable commuting distance to our Abingdon location Please note: Our Milton Park office will be relocating from Milton Park Abingdon to Oxford City Centre in late 2027 / early 2028, offering an exciting new workplace in the heart of the city. Being Yourself at Taylor & Francis If you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don’t fit every item listed above. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and make a contribution regardless of their identity or background. As a colleague, you will have the opportunity to further innovate and develop in areas that you are passionate about. Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life. Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves. Taylor & Francis recruits, develops, and retains colleagues without regard to any protected personal characteristics or other non-merit based factor. We genuinely care about our colleagues, promoting work-life balance, wellbeing, and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about. To find out more about our business and the great career opportunities please go to our Careers Site: http://www.taylorandfrancisgroup.com/careers Or better yet check out our LinkedIn ‘Life’ Page, highlighting our accomplishments, employees, and company culture. It’s also a good way of meeting our recruitment team, who will be happy to advise you on your journey here at T&F. https://www.linkedin.com/company/taylor-&-francis-group/life/79e0c27c-afdf-4bbb-84e6-5f8ed5e10bb8/ We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, colour, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, citizenship, or other protected characteristics under local law. This role may also be available on a flexible working or part time basis – please ask the Talent Acquisition team for more information. To find out more about our business and the great career opportunities please go to our Careers Site: https://taylorandfrancis.com/careers/

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Responsibilities

Lead and inspire a global customer service team to deliver excellent service while managing day-to-day workflows and complex escalations. Drive process improvements to increase customer satisfaction and reduce effort through project management and performance reporting.