Customer Service Team Leader (US)

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.

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 Service Team Leader 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.

What you'll be doing:

• 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.
• Conduct Customer First and Salesforce QA and process QA where expertise allows. Ensure department-wide QA is conducted, results are analysed and actions are taken to improve QA results to target.

What we're looking for:

• Advanced working knowledge of Microsoft Office and systems used within Customer Service systems (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.
• 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.

What We Offer In Return:

• Starting hourly rate of $27.47 (~$50,000 annually) + up to 5% bonus
• 35 hour work week and 15 paid vacation days
• 10 paid sick days
• Up to 4 weeks of fully paid parental leave
• Paid leave for life events such as moving or wedding
• Medical, vision, and prescription benefits
• 4 volunteering days per year
• Day off for your birthday
• 401(k) + up to 3% match
• Flexible working schedule
• Seasonal social and charitable events
• Training and development

• Work/life balance: At Taylor & Francis we care about our colleagues, promoting work-life balance, wellbeing, and flexible working. You will be joining a thriving business, working alongside an exceptional group of people. 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.

• Training And Professional Development: We’re passionate about ensuring you have all the tools and resources at your fingertips to reach your short and long-term career goals. We’ll support you in your journey by working together on your own bespoke Taylor & Francis Development Plan, ensuring you have the resources, tools, support and coaching that will get you where you want to be.

What you should know: 

• Closing date for applications: 12 June 2025 
  • Applications are reviewed on a rolling basis and interviews will be conducted throughout the duration of the recruitment process. We encourage all interested applicants to apply as soon as possible.
• All candidates must have right to reside and work in the US 
• This is a hybrid role that requires reporting to our Boca Raton office 3x per week. Candidates must be located within a reasonable commuting distance to be considered for this role. 

Being "You" 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 contribute 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/