Customer Service Representative (Hybrid)

Requirements

• Experience of Microsoft Office and proven ability to acquire technical and system knowledge.
• Previous Customer Service experience
• Experience of working to KPI's/SLA's.
• A good standard of Education including English and Maths.
• Experience of using a CRM system would be ideal.
• 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

Benefits

Additional Information

We currently have a permanent opportunity for a Customer Service Representative to work as an integral part of the department by providing outstanding customer service to our internal and external customers. Help us progress human progress through knowledge! As a Customer Service Representative you will aid in our mission by... Taking ownership of customer queries received via phone, email, live chat and in person through to resolution in line with policies/procedures, KPI's and Customer First training best practice. Striving to increase customer satisfaction/first time resolution and reduce the need for customers to contact. Take responsibility for the processing of orders, invoices, quotes, returns and claims, working precisely and carefully, responding appropriately and swiftly to queries, problems and special requests from customers, accelerating these to team leaders and managers where appropriate. Resolving product or service problems/queries by clarifying customer issues, determining the root cause of problem, selecting and explaining the best solution to the problem, expediting corrections/adjustments, and following up to ensure resolution. On the back of customer contacts review the customer self-help portals (where they exist) and suggest new content or amendments to the relevant team. Managing day-to-day business processes, liaising with other departments where appropriate. Suggesting amendments to Standard Operating Procedures (SOP). Maintaining knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge. Providing support to team members. Active participation in meetings, expressing your viewpoint but also recognising and listening to others. Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction, increase productivity or reduce costs. Using Salesforce to manage customer contacts and workflow in line with the SOP. Using SAP/Salesforce to manage orders/invoicing. You achieve personal objectives and, work to agreed KPI's and targets including quality assurance.

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