Customer Service Manager

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.

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. 

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.  

What we're offering in return:

• Annual salary ranging from $60,000 - $70,000 + bonus
  • Starting salary commensurate with experience 
• Ample paid time off
• Sick time
• Paid parental leave
• Life events leave; i.e. moving or wedding
• Medical & vision benefits
• 4 volunteering days per year
• Day off for your birthday
• 401(k) match
• Flexible working schedule
• Seasonal social and charitable events
• Training and development

What you should know:

• Applications are shortlisted on a rolling basis, and we will be interviewing alongside advertising. We therefore encourage you to apply at the earliest opportunity.
• Candidates must have the right to live and work in the United States 
• Location: The successful candidate will be able to utilize our balanced working model. We ask that candidates live within a commutable distance of our office in Boca Raton FL to ensure that as a balanced worker they can make it to our office locations to collaborate as required. Time spent in the office will range from 2-3 days in the office.
• Closing Date for applications: 18 Feb 2025

• 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.

• Interview process: Once you have submitted your application, we may get in touch with you for an initial screening conversation or ask you to complete a short video interview to enable us to better understand your skills, experience, and motivation. Following this, you will be invited to attend a competency-based interview, either virtually or in person. Typically, we’d then finish the interview process with a final, 2nd stage interview before extending an offer to the successful applicant.
• We want all our candidates to shine in our recruitment process. Please let us know if there is anything we can do to ensure you are able to show us your best self. This could include having the application form in a different format, more time for questions, or anything else – please ask us, we are happy to be flexible! Please contact [email protected]

Being ‘you’ at Taylor and Francis:

Here at Taylor & Francis, we know that many times the 'perfect candidate' doesn't exist, and that people can feel discouraged about applying for a job if they don't fit all the requirements. We encourage you to apply if you're excited about working for us and have some of the skills or experience we're looking for. We believe in the notion that many skills and experiences are transferrable, and you could be just what we need! Taylor & Francis is proud to be an Equal Opportunity Employer. We strongly believe in the value of diversity of people and thought. We strive to foster a supportive and inclusive environment where our colleagues can learn, develop, and succeed, all while feeling comfortable with being their true self. We embrace all walks of life regardless of race, color, 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, veteran status, citizenship, or any other protected characteristic under local law.

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/