Customer Service Manager

Company Description

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 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 a Customer Service Manager with experience of managing a team and used to working independently?  

This key role will work from home and from our offices in Boca Raton, Florida two to three times 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 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. Some international travel will be required. 

The successful candidate should have a minimum of 5 years previous Customer Service leadership experience covering a variety of CS processes and including management of complex/challenging customer issues and continuous improvement expertise using Lean 6 Sigma. 

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. 
• Contributing to CS strategy and be responsible for turning ideas into actionable plans. 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

What we're looking for:

• Advanced working knowledge of Microsoft Office and systems used within Customer Service (ideally SAP and Salesforce) systems with expertise to train new team members. 
• Minimum of 5 years previous Customer Service leadership experience covering a variety of CS processes and including management of complex/challenging customer issues. 
• Experience of encouraging others to work to Service Level Agreements. 
• Experience of managing projects, engaging contributors at all levels. 
• Degree level education or equivalent in working experience.  
• Understanding and experience using Lean 6 Sigma methodology. 
• Ideally, experience of supplier management.  

Additional Information

What we're offering in return:

• Annual salary ranging from $60,000 - $70,000 + bonus
  • Starting salary commensurate with experience 
• Ample paid time off