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Customer Service Representative (Hybrid)

Taylor & Francis

OperationsFull Time
Location
Abingdon, UK (Hybrid)
Posted
June 4, 2026

Job Description

Role overview

We have a permanent opportunity for a Customer Service Representative to be an integral part of the department, providing outstanding customer service to our internal and external customers. Help us progress human progress through knowledge!

Responsibilities

  • Take ownership of customer queries received via phone, email, live chat, and in person through to resolution in line with policies/procedures, KPIs, and Customer First training best practices.
  • Strive to increase customer satisfaction and first-time resolution, while reducing the need for customers to contact us.
  • Process orders, invoices, quotes, returns, and claims precisely and carefully, responding appropriately and swiftly to customer queries, problems, and special requests.
  • Escalate queries, problems, and special requests to team leaders and managers where appropriate.
  • Resolve product or service problems/queries by clarifying customer issues, determining the root cause, selecting and explaining the best solution, expediting corrections/adjustments, and following up to ensure resolution.
  • Review customer self-help portals (where they exist) and suggest new content or amendments to the relevant team based on customer contacts.
  • Manage day-to-day business processes, liaising with other departments where appropriate.
  • Suggest amendments to Standard Operating Procedures (SOPs).
  • Maintain knowledge of department policies, processes, procedures, and systems, developing an internal network to increase knowledge.
  • Provide support to team members.
  • Actively participate in meetings, expressing your viewpoint while recognizing and listening to others.
  • Suggest improvement ideas and assist with their implementation to improve customer satisfaction, increase productivity, or reduce costs.
  • Use Salesforce to manage customer contacts and workflow in line with the SOP.
  • Use SAP/Salesforce to manage orders/invoicing.
  • Achieve personal objectives and work to agreed KPIs and targets, including quality assurance.

What we are looking for

  • Experience of Microsoft Office and proven ability to acquire technical and system knowledge.
  • Previous Customer Service experience.
  • Experience of working to KPIs/SLAs.
  • A good standard of education, including English and Maths.
  • Experience of using a CRM system would be ideal.

Compensation and Benefits

  • Competitive salary
  • 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 3 times 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 factors. We genuinely care about our colleagues, promoting work-life balance, well-being, 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/

Taylor & Francis Group is 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 is one of the world’s largest publishers of high-quality, peer-reviewed scholarly journals, books, e-books, and reference works. We empower learners, thinkers, and doers with trusted knowledge that advances research and enriches lives. We bring together diverse people, ideas, and opinions to validate and publish the experts, theories, and truths that matter. And we’ve been doing this in an unbroken arc since 1798. Our purpose is to foster human progress through knowledge. We strongly believe that this requires us to encourage and examine different ideas and voices, so that any work that meets our exacting levels of quality deserves to be included in our publications. This requires open minds, the opportunity for robust debate, and the courage to defend perspectives that stand up to scrutiny, even if they conflict with our personal beliefs or values. Because that’s the only way to find the best obtainable version of the truth and, ultimately, foster human progress. If you agree, then we’d love to hear from you.