Customer Success Specialist

As a Customer Success Specialist you will be the main customer service contact for a group of strategic accounts, helping customers get what they need and improving satisfaction and first-time resolution. It suits someone with solid customer service experience who wants to take the next step in their career.

Full time, hybrid. At least three days a week in the Milton Park office near Abingdon. The role may be available flexibly or part time, so ask if that would suit you. Closing date: not stated, so apply soon.

What you’ll do

• Handle customer queries by phone, email, chat and in person
• Build lasting relationships with strategic accounts, including regular check-ins and account reviews
• Process orders, invoices, quotes, returns and claims accurately and on time
• Get to the root of product or service problems and follow up to make sure they are fixed
• Write and update standard operating procedures and self-help content
• Use SAP and Salesforce to manage orders and workflows
• Share knowledge with colleagues and meet agreed KPIs

What you’ll need

• Customer service experience across a broad range of tasks
• Advanced Excel and good general Microsoft Office skills
• Strong knowledge of SAP, Salesforce or similar systems
• Experience working to KPIs or SLAs
• A good standard of English and Maths
• A clear grasp of processes and how related teams work

Benefits

• 25 days annual leave, plus your birthday off and 3 discretionary days over the festive period
• 4 paid volunteering days a year
• Company-funded private medical insurance, plus optical and medical care
• 24/7 employee assistance programme
• Pension scheme and life assurance
• Share Match scheme (two free shares for every share you buy)
• Flexible working culture

Adjustments

Taylor & Francis is an Equal Opportunity Employer and welcomes requests for adjustments at any stage, for example the application in a different format or extra time to answer questions. Email recruitment@tandf.co.uk and your request will be handled in confidence. You must have the right to live and work in the UK.

How to apply

Click Apply now to go straight to the application on the Taylor & Francis careers site. If you have questions about the role or about applying through Enna, email talent@enna.org.