Company Description

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

We are seeking a Senior Customer Services Executive to join our team on a fixed term contract basis to the end of 2022. You will work as an integral part of the department by providing outstanding customer service to our internal and external customers. For this position we are seeking an individual who has experience from an accounting / financial background and is familiar with SAP.

The role will be focused on unallocated funds and obtaining information, liaising with both internal and external customers to ensure the allocation of funds as intended. You will also play a pivotal role being a key contact for unallocated payment queries throughout the Customer Services team and assist with data cleansing to ensure we have accurate information for our customers to avoid future allocation issues.

Closing date for applications: 24th June 2022.

What you will be doing:

• Working alongside our Shared Service Centre teams ensuring accurate and timely processing of unallocated payments and dealing with queries and escalations as they arise.
• Assisting the team with the management of open reconciling items.
• Taking 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 practice. Striving to increase customer satisfaction/first time resolution and reduce the need for customers to contact.
• Acting as an escalation point to help resolve complex customer queries.
• Taking responsibility to follow through on customer issues; monitoring and continually improving customer service.
• Ensuring quality, accuracy, and legitimacy of data for our customers and cleansing as required across multiple platforms.
• Managing day to day business processes and customer workflows liaising with the Shared Service Centres where appropriate. 
• Monitoring workload, reviewing capacity, and collaborating within your team/department to handle day-to-day priorities, KPI’s/SLA’s and department objectives.
• Proactively creating and developing improvement ideas and driving forward the implementation of those ideas to improve customer satisfaction, increase productivity or reduce costs.
• Using Salesforce to manage customer contacts and workflow in line with the SOP and encouraging others to use effectively in line with best practice.
• Take ownership for assigned projects, planning and managing, delivering milestones on time.

Qualifications

What we are looking for:

• Previous experience from a financial background, for example a cash application role/credit control position or experience gained from working in an Accountancy.
• A good working knowledge of SAP and Salesforce
• A strong customer focus with previous experience in a customer facing role, working to agreed KPIs and targets
• Experience of managing projects.
• Self-motivated and professional with the ability to adapt style as appropriate.
• A determination to drive for results and effective time management skills.
• Creative thinking ability with proven problem-solving skills including developing new ideas and making projects.
• Excellent verbal and written communication skills and be able to communicate clearly and concisely including experience of delivering presentations and facilitating meetings. Ability to summarize information, draw conclusions and make recommendations
• Great attention for detail, maintaining accuracy and speed.
• The ability to work to deadlines, prioritising work and proactively assisting others with their workload.
• Ability to promote teamwork and cooperation, engaging strong working relationships across the business and retaining a positive attitude towards your work and colleagues.
• Ability to challenge existing processes and take the initiative to identify areas for improvement.
• Ability to demonstrate a positive and flexible approach to change and encourage others to do the same.

 Knowledge of Accounts Payable & Receivable functions would also be advantageous.

Additional Information

What we offer in return:

• Competitive salary plus bonus
• 25 days annual leave (discretionary 3 additional days at Christmas)
• 4 volunteering days annually
• Day off for your birthday
• Pension contributions
• Seasonal social and charitable events
• Training and development opportunities

You must have the right to work and live in the United Kingdom. This role is open to candidates in all locations across the UK. This role will be mainly home based, with approximately 1 day per week being office based. You will therefore need to be based within a commutable distance of our office in Milton Park, Oxfordshire, 

At Taylor & Francis we 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.

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis 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, military or protected veteran status, citizenship, or other protected characteristics under federal, state or local law.