Job DescriptionTaking ownership of author queries received via phone and email 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.Ensuring Author queries are dealt with within the turnaround times, providing a high level of customer service.Maintaining knowledge of department policies, processes, procedures and systems used, developing an internal network to increase knowledge.Identify and suggest improvements to processes and services including working with the specialists and manager on implementing improvements with the aim of improving customer satisfaction, increase productivity or cost reductions.Meet business strategy, and be responsible for turning ideas into actionable plans.Playing an active role in the achievement of department goals by assisting with all types of work across the department as needed. Work effectively with the team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.

Qualifications

The successful applicant will ideally have previous experience with royalty processes or have been in an accounting/financial position showing the ability to ensure, attention to detail, accuracy and work through complex/multiple queries.  They must have excellent communication skills and be computer literate with the ability to use Microsoft Office (Word, Advanced Excel, Outlook and Powerpoint). In addition, the ideal candidate will need to have experience in working in an agile manner, be successful at managing several tasks at once and have the ability to work through difficult situations. In house training will be provided for the systems used to which you will be required to be a super user.

Additional Information

What we offer in return:

25 days annual leave 3 additional discretionary days leave for Christmas4 paid volunteering days annuallyAdditional day off for your birthdaySeasonal social and charitable eventsTraining and development

You must have the right to live and work in the UK. This role is based from home in the UK with frequent travel to our office in Milton Park, Oxfordshire, 

The successful candidate will be able to utilise our balanced working model. We ask that candidates live within a commutable distance of our offices to ensure that as a balanced worker they can make it to our office locations to collaborate as required. There is an expectation for a minimum of 3 days per week in-person time.

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.

Taylor & Francis Group an Informa Business

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.

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, colour, 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, citizenship, or other protected characteristics under local law. This role may also be available on a flexible working or part time basis - please ask the Talent Acquisition team for more information

To find out more about our business and the great career opportunities please go to our Careers Site: http://www.taylorandfrancisgroup.com/care