Customer Success Specialist

Taylor & Francis 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.

Taylor and Francis is looking for an experienced Customer Success Specialist. This role is for someone who demonstrates core customer service competencies and is looking to take the next step in their career.

We are looking for ambitious individuals to be responsible for ensuring customers achieve their desired outcomes while using our products and services. This role serves as the primary Customer Service contact for assigned strategic accounts, driving customer satisfaction, first‑time resolution, and low effort through proactive engagement and exceptional support.

What you’ll be doing:

• Take ownership of customer queries received via phone, email, live chat, and in person through to resolution in line with policies/procedures, KPI’s and Customer First training best practices. Striving to increase customer satisfaction/first-time resolution and reducethe need for customers to contact.
• Be the primary Customer Service contact for assigned strategic accounts, building and maintaining strong, long‑lasting customer relationships through effective communication and engagement.
• Serve as the trusted advisor and advocate for customers, understanding their business objectives and challenges.
• Manage and monitor assigned customer accounts, proactively addressing any concerns or risks, conducting regular check‑ins and account reviews with Commercial colleagues.
• Take ownership of customer queries through to resolution in line with policies/procedures, KPI’s, and Customer First training best practice. Striving to increase customer satisfaction/first‑time resolution, and reduce the need for customers to contact.
• Take responsibility for the processing of orders, invoices, quotes, returns, and claims in a timely and accurate manner, responding appropriately and swiftly to queries, problems, and special requests from customers, and accelerating these to team leaders and managers where appropriate.
• Resolve product or service problems/queries by clarifying customer issues, determining the root cause of the problem, selecting and explaining the best solution to the problem, expediting corrections/adjustments, and following up to ensure resolution.
• On the back of customer contacts review the customer self‑help portals (where they exist) and suggest new content or amendments to the relevant team.
• Manage day‑to‑day business processes, liaising with other departments where appropriate.
• Create and update Standard Operating Procedures (SOP) or suggest amendments to relevant teams.
• Maintain knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.
• Playing an active role in the achievement of department goals by assisting with all types of work across the department as needed. Work effectively with the team to achieve individual, team, and…