{"id":3547839,"url":"https://alion.io/job/informa-customer-service-team-lead-2","title":"Customer Service Team Lead","company":{"id":4365,"name":"Informa","domain":"informa.com","url":"https://alion.io/company/informa-group-plc","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"A","score":100,"open_postings":48,"ghost_share":0,"stale_share":0.208,"repost_share":0,"time_to_fill_p50_days":16,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Abingdon, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":27000,"max_usd":60000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":377},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-30T17:17:08Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-02T20:25:36Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Taylor & Francis Group an Informa Business\nInforma 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.\nTaylor & 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.\n Every day millions of people read our content. Would you like to be part of our customer journey?\nAre you ready to be a Customer Service Team Lead managing a team with a determination to drive for results.\nThis key role will work from home and from our offices in Oxfordshire 3 days 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.\nThe 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.\nThe successful candidate should have demonstrable previous Customer Service leadership experience covering a variety of CS processes and including management of complex/challenging customer issues.\nClosing date for applications: 06 October 2026\nResponsibilities will include:\nLeading 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. \nTaking 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. \nManaging 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.\nRecruiting 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.\nFacilitating meetings and delivering presentations.\nProactively 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.\nTaking ownership for assigned projects, planning and managing, delivering milestones on time.\nManaging monthly reporting and other performance reports to ensure they are compiled and cascaded by agreed deadlines.\n Knowledge and Qualifications\nAdvanced working knowledge of Microsoft Office and systems used within Customer Service systems (ideally SAP and Salesforce) with expertise to train new team members.\nDemonstrable 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.\nExperience of managing projects, engaging contributors at all levels.\nProven evidence of your ability to supervise colleagues with experience of encouraging others to work to Service Level Agreements and CS metrics.\nIdeally, understanding and experience using Lean 6 Sigma methodology.\nUnderstanding of the role of related departments and have a range of contacts outside and within Customer Service.\n Additional information\nWhat we're offering in return:\nAn excellent work/life balance with a fantastic, flexible working culture and hybrid working from home and office \n25 days annual leave per year plus an extra day off each year for your birthday\n3 additional discretionary days for Christmas each year\n4 paid volunteering days each year\nEmployee assistance programme - Offering 24/7 well-being support\nShare Match - Plan that matches every share purchased with two free shares.\nPension scheme\nLife assurance, plus optical and medical care.\nWhat you should know:\nThis role will be balanced, with 3 days per week being office based. You will therefore need to be based within a commutable distance of our office in Milton Park, Oxfordshire.\nYou must have the right to live and work in the UK. \nClosing date for applications: 16 November 2026Applications 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.\n\nWork/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.\nTraining 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.\nBeing Yourself at Taylor & Francis\nIf 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.\nTaylor & 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.\nWe 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\nOr 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.\nhttps://www.linkedin.com/company/taylor-&-francis-group/life/79e0c27c-afdf-4bbb-84e6-5f8ed5e10bb8/","description_format":"text","description_chars":8143,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Flexible schedule","Hybrid work","Paid volunteering days","Professional development"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Publishing","Exhibitions","Market Research"],"lifecycle":[{"event":"open","at":"2026-10-30T21:30:54Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.902,"p_room":1,"age_days":2,"expected_fill_days":16,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/informa-customer-service-team-lead-2","json_url":"https://alion.io/job/informa-customer-service-team-lead-2.json","meta":{"generated_at":"2026-11-02T22:11:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31291,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4365},"rest":"https://alion.io/mcp/rest/get_company?id=4365"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Finforma-customer-service-team-lead-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Finforma-customer-service-team-lead-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Finforma-customer-service-team-lead-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/informa-customer-service-team-lead-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Finforma-customer-service-team-lead-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3547839}},{"tool":"search_jobs","arguments":{"company":"informa.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3547839},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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