Customer Success Specialist

🔥 20 hours ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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This company has sponsored UK Skilled Worker visas in the past.

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Informa

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1998

💼 Consulting

📣 Marketing

🏨 Hospitality

Consulting • Marketing • Hospitality

Informa is a global leader in business intelligence, academic publishing, and events. It is home to hundreds of specialist brands and businesses, focused on connecting people with knowledge through events and digital products. Informa operates in over 30 countries and has a workforce of 12,000 colleagues globally. The company runs divisions such as Informa Markets, which facilitates trade and growth through events, and Taylor & Francis, a leading publisher of academic research. Informa prioritizes sustainability and diversity, aiming to positively impact markets and communities. As a member of the FTSE 100, Informa is known for its strong financial performance and scale within the academic and B2B markets.

📋 Description

• Own customer queries received via phone, email, live chat, and in person through to resolution • Drive customer satisfaction, first-time resolution, and reduced customer effort • Act as the primary Customer Service contact for assigned strategic accounts • Build and maintain strong customer relationships through communication and engagement • Serve as a trusted advisor and advocate by understanding customer objectives and challenges • Monitor customer accounts, proactively address concerns and risks, and conduct check-ins and account reviews with Commercial colleagues • Process orders, invoices, quotes, returns, and claims accurately and promptly • Resolve product and service problems by clarifying issues, identifying root causes, selecting solutions, expediting corrections, and following up • Review customer self-help portals and suggest content improvements • Manage day-to-day business processes and liaise with other departments • Create and update Standard Operating Procedures or suggest amendments • Maintain knowledge of department policies, processes, procedures, and systems • Assist with department work, team support, and training • Suggest and help implement improvements to customer satisfaction, productivity, and costs • Use SAP and Salesforce to manage orders, customer contacts, and workflow • Work to agreed KPIs, targets, and quality assurance standards

🎯 Requirements

• Previous Customer Service experience across a wide breadth of customer service tasks • Experience of Microsoft Office, including advanced knowledge of Excel • Experience of working to KPI’s/SLA’s and encouraging others to • A good standard of Education including English and Maths • Understanding of the role of related departments with a range of contacts outside and within Customer Service • Advanced knowledge of SAP, Salesforce, and other CS systems • Ability to act as a super user and test new functionality • Solid grasp of process and product-related issues and ability to answer customer questions effectively • Experience of managing projects • Must have the right to live and work in the UK • Reasonable commuting distance to the Abingdon location due to on-site reporting at least 3x weekly

🏖️ Benefits

• 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 • Resources, incentives, and flexibility to support success at work and a healthy, balanced life • Opportunity to further innovate and develop in areas of interest • Flexible working or part-time basis may be available