Customer Service Team Lead

Informa
United Kingdom
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Leadership","Coaching","Problem-solving","Communication","Process improvement"]

Lead a global customer service team and drive day-to-day customer workflows, handling complex escalated queries to resolution. Inspire and coach team members, recruit new hires, and manage performance against KPI/SLA targets while improving first-time resolution and customer satisfaction. Partner across departments to implement process improvements, facilitate meetings and presentations, deliver assigned project milestones, and produce monthly performance reporting. Hybrid role based near Milton Park, Oxfordshire.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Informa
Informa
21 hours ago

Customer Service Team Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Lead a global customer service team and drive day-to-day customer workflows, handling complex escalated queries to resolution. Inspire and coach team members, recruit new hires, and manage performance against KPI/SLA targets while improving first-time resolution and customer satisfaction. Partner across departments to implement process improvements, facilitate meetings and presentations, deliver assigned project milestones, and produce monthly performance reporting. Hybrid role based near Milton Park, Oxfordshire.
Location: United Kingdom
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead by example to deliver excellent customer service in line with best practice, policy, and procedures.
  • •Take ownership of complex/escalated customer queries through to resolution, improving customer satisfaction and first-time resolution while reducing customer effort.
  • •Manage workload and team capacity globally with the management team to ensure day-to-day priorities and objectives are met.
  • •Recruit, train, and coach team members; set objectives, run reviews and 1-2-1s, and support performance and self-development.
  • •Drive process improvements, plan and manage assigned projects to milestones, and compile and cascade monthly performance reports.

Pay and Benefits

Perks:Annual LeaveVolunteering DaysWell-being SupportPension SchemeLife AssuranceOptical CareMedical CareEquity Matching

Key Requirements

  • •Previous Customer Service leadership experience across multiple customer service processes, including managing complex or challenging issues.
  • •Ability to supervise colleagues and encourage performance against Service Level Agreements (SLAs) and customer service metrics.
  • •Advanced working knowledge of Microsoft Office and customer service systems (ideally SAP and Salesforce), with the ability to train new team members.
  • •Experience engaging contributors at all levels, managing projects, and improving processes to increase customer satisfaction and productivity.
  • •Experience working to KPIs/SLA targets and an interest in Lean Six Sigma methodology.
Experience:Customer service
Skills:LeadershipCoachingProblem-solvingCommunicationProcess improvement
Languages:English (UK)
Tech Stack:Microsoft OfficeSAPSalesforceLean 6 Sigma

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Informa
Global business-to-business information services group operating events, academic and professional publishing, and data & analytics businesses serving specialist markets worldwide.
Industry: Publishing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1998
WebsiteLinkedIn