Hybrid Customer Service Team Lead: Drive Resolution

Taylor & Francis seeks a Customer Service Team Lead to manage a global CS team, driving best practice and continuous improvement. The role blends home-based work with 3 days in the Milton Park office, reporting to the Customer Service Manager and aligning with company policy and procedures.

You will oversee escalation handling, KPI/SLA adherence, and cross-functional collaboration to enhance satisfaction and first-time resolution while mentoring colleagues and delivering targeted improvements.

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