Customer Service Team Leader

  • Full-time

Company Description

Informa PLC is a leading international events, intelligence and scholarly research group.

Our purpose is to champion the specialist. Through hundreds of powerful brands we work with businesses and professionals in specialist markets, providing the connections, intelligence and opportunities that help customers grow, do business, make breakthroughs and take better informed decisions. Informa is listed on London Stock Exchange and a member of FTSE 100, with over 11,000 colleagues working in more than 30 countries.

Each of our four operating divisions has a distinct focus:

Informa Connect aims to provide expert content you cannot Google, and access to specialist networks and communities, through major branded annual events and specialist digital communities and content services.

Informa Markets creates global platforms for industries, specialist markets and customers to trade, innovate and grow, delivering over 550 events annually, specialist digital content and actionable data solutions.

Informa Tech aims to inspire the global technology community to design, build and run a better digital world by providing research, media, training and events to specialist technology communities worldwide.

Taylor & Francis commissions, curates, produces and publishes scholarly research and reference-led content in specialist subject areas, advancing research and enabling knowledge to be discovered and shared.

Our fifth division is Global Support, which provides shared, efficient business services and function-specific expertise to each of Informa's operating divisions.

Job Description

The Role:

The Customer Service Team Leader is a full-time role and is responsible for managing the internal relationships with Portfolio teams, Ops Teams, Technical with respect to event and/or portfolio specific Customer Service requirements.  They will be working with the Customer Service Manager, to ensure sufficient infrastructure is in place with our offshore partner from a training, capacity planning and quality management perspective.  They will ensure the highest customer service levels and delivery of our products and services. The role will also be required to attend meetings, report findings to relevant departments and to suggest improvements through to implementation.  They will be the main point of call for complaints, audits and any legal queries. The successful candidate will be working closely with the following departments:  Operations, Sales, Digital, Marketing, Product, Brand and Credit Control.

Job Summary/Responsibilities:

  • Maintenance and update of CRM systems i.e. Salesforce, registration programmes, exhibitor manuals and floorplan management
  • Key point of escalation in the resolution of Customer complaint and dissatisfaction
  • Main point of contact for Key internal stakeholders developing and nurturing these relationships
  • Performance management of internal CS resources
  • Management of offshore Customer Service Team and Partner Relationships to defined Customer SLA’s and standards
  • Subject matter expert on Customer Service requirement and processes guiding the offshore Customer Support Team to excellence
  • Personally delivering onsite Customer Service Support during live event lifecycles for specific events as part of the Infohub Team
  • Co-ordination with other departments (marketing, conference, operations & finance).
  • Sharing best practices and improvement recommendations
  • Enjoy proactive outbound communication plans are implemented in collaboration with key stakeholders where required
  • Managing direct report(s)
  • Management of ad-hoc projects and tasks as required by the Customer Service Manager


Skills required:

  • Excellent customer service orientation and knowledge of applicable best practices, policies, and procedures
  • Management experience within a fast-paced environment
  • Able to develop team to their full potential
  • Excellent communicator, team player, leader and a multi-tasker
  • Fluent in English, additional languages an advantage
  • Quick learner who is self-sufficient and uses initiative
  • A self-starter with a high level of enthusiasm and accuracy
  • Strengths in attention to detail and ad-hoc tasks 
  • An exceptional organiser and able to work in a hectic environment
  • Flexible and creative
  • Highly self-motivated with exceptional time management
  • Ability to deliver quality output on time and work with deadlines
  • Good computer skills and affinity with CRM systems
  • Min of 2 years Team Leader or equivalent experience
  • Experience with managing SLA and KPIs

Qualities needed for the role:

  • Great communicator and confident stakeholder manager
  • Ability to work under pressure and to tight deadlines
  • Resilient with a strong ability to thrive with ambiguity
  • Ability to multi task and manage own time effectively under their own supervision
  • Experience in managing a team and performance
  • Willingness to travel and work extended hours particularly when supporting live events


  • Strong B2B Customer Support or Success background (minimum of 3 years in this type of role)
  • Experience of delivering support or Customer success via outsource partner relationships

Additional Information

Our Company Guiding Principles:

Our four guiding principles are a clear statement of what we believe in.

Taken together, they define our goals and provide a focus for all Informa’s activities. The principles give a perspective on our culture and way of working, making the company easier to understand, trust and do business with.

Think big. Act small.

We love ambitious thinking and taking bold options. At the same time, we recognize that success also comes from rolling up our sleeves, sweating the detail and taking personal ownership of the things that matter.

Trust must be earned.

We don’t just say we’re specialists, we live and breathe the subjects we work in and the communities we work with. By getting closer to our customers and partners, and offering support every step of the way, we build trust and the confidence to rely on us to do the right things, in the right way.

Success is a partnership.

We get to better answers by combining skills and talents, joining forces and embracing ideas, wherever they come from. This broadens perspectives, expands horizons, sparks innovation and keeps our thinking fresh.

More freedom. Fewer barriers.

We’re light on our feet. We do things swiftly, flexibly and with as few obstacles as possible. Our colleagues have the freedom and autonomy to think fast, act on opportunities and do what is best and most sustainable for us and our customers.

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