Customer Operations Specialist

27 May 2021
24 Jun 2021
Contract Type
Full Time
Company Description

Informa is a leading business intelligence, events, and academic publishing business operating in the Knowledge and Information Economy.

Our leading brands and expert teams create intelligence-based products and data-driven services, convene communities in person and digitally and provide access to cutting-edge research for customers working in specialist markets, worldwide.

We are listed on London Stock Exchange and a member of the FTSE 100, operating in more than 30 countries and employing over 11,000 people globally.

Informa's divisions include:

* Informa Connect, a specialist in content-driven events and digital communities that allow professionals to meet, connect, learn and share knowledge.

* Informa Intelligence, providing digital intelligence and data-based products, consultancy and research services that help businesses in specialist markets make better informed decisions, spot opportunities and gain competitive edge.

* Informa Markets, creating platforms for international markets to trade, innovate and grow. Through over 500 leading brands, our exhibitions, specialist digital content and data solutions allow customers operating in specialist markets to meet and trade, and for their businesses and markets to thrive.

* Informa Tech, a division bringing specialism in technology. We aim to inspire the global technology community to design, build and run a better digital world through research, media, training and events that inform, educate and connect businesses and professionals working in technology.

* Taylor & Francis, specialist in scholarly research and in helping academic and research communities make new breakthroughs. We commission, curate, produce and publish scholarly research and reference-led content in specialist subject areas, helping to advance research and enabling knowledge to be discovered and shared.

* Global Support is Informa's sixth division, with major hubs in the United Kingdom, United States, Hong Kong and Singapore as well as several smaller locations. As the team behind the teams, Global Support colleagues provide shared, efficient business services and function-specific expertise to each of Informa's operating divisions, enabling our commercial teams to focus on their markets and customers.

Job Description

The Customer Operations Specialist role is intended to provide and maintain a high quality service to both internal and external Publishing and/or Events customers, provide an effective and efficient service to customers and to enhance our customer service reputation.

There will be different tasks required dependant on your level and these will be SSC specific. You will need to refer to your SSC's documentation for full details of these tasks.

You will be required to be flexible with your working hours dependent upon the opening hours of your specific SSC.

You should be aware of the customer and the whole customer experience, offering a 'Gold service' to all customers to show we appreciate their custom, responding in a polite and timely manner with all the required information relating to their order.

You must ensure that all company policies are adhered to and that specific duties are carried out within set time limits whilst providing an excellent level of service to all Informa customers and colleagues.

The Customer Operations Specialist is expected to assume the following key responsibilities plus any other reasonable duties as required:

* Utilise relevant systems to resolve customer requests

* Handle Inbound/Outbound calls

* Handle all correspondence concerned with orders and action any edits or amendments as requested

* Accurately record all relevant information provided by internal and external customers ensuring that the required quality standards are maintained

* Channel feedback from customers through to correct departments

* Process customer orders quickly and accurately, ensuring appropriate margins are achieved

* Responsibility for customer's online access either directly (BI Tech Support) or indirectly by channelling queries to the appropriate department (SSC Specific)

* Ensuring that customer claims are handled efficiently through relevant systems.

* Responsible for escalating queries or complaints to your Team Leader or Manager where appropriate

* Building strong working relationships with business teams, customers and your team

* Respond to customer requests in a timely manner with high quality

* Other Ad hoc duties


* Good knowledge and understanding of customer operations processes

* Knowledge of best practice in customer service operations

* A good knowledge of SAP system preferable

* Recognised qualification preferable

Skills & Abilities

Good communication skills with the ability to build good relationships with a wide range of stakeholders, internal departments and key contacts

Proficient skills in Excel, Word and Outlook are essential

Remain approachable under pressure

Knowledge and ability to use relevant internal systems

Act with integrity, tact and diplomacy

Work as part of a team

Ability to complete a variety of related tasks

Pro-actively solve problems

Excellent customer service skills

Good time management skills

Ability to be flexible within role

Excellent oral and written communication skills