Operations Manager Customer Service

2 weeks ago

Portsmouth Hampshire, United Kingdom Toyota Financial Services (UK) PLC Full time

This is a new and exciting position for an individual who is passionate and focused on customer service and delivery, where you will have the responsibility to lead, shape and ensure implementation company wide. We are looking for the successful individual to have both strategic planning and implementation experience, someone who has the innovation to bring new concepts and ideas, and who wants to be part of a growing and forward-thinking brand. A bit about the ‘Department': The Customer Services Department looks after our customers, but in doing so it requires the support and significant collaboration with other departments within KINTO UK to deliver great customer outcomes. The department has four distinct operations within it: Multi Brand Customer Support, KINTO ONE in-Life support, Customer Excellence Development and Data Quality. Our teams look after our customers primarily through telephone and email. Our business is dedicated to consistently delivering excellent customer outcomes at every stage of our customers experience with our business. What you'll be doing: Lead and coach the Customer Services Department to cultivate a high-performing and engaged team. Increase customer services across KINTO. Lead the strategy and culture for Customer Excellence, driving business growth across KINTO UK Anticipate customer requirements and build highly effective teams to support these needs. Develop and expand our Dymanics365 solution across the business. Develop and analyse reporting from our systems to optimise team performance. Innovate new communication methods to support the delivery of enhanced customer service. Drive better performance, efficiency, and behaviours within our Customer Service operations. Create Quality Assurance standards within the team. Implement robust Voice of the Customer measurements, creating solutions to drive continuous improvement. Continuously monitor operational performance and customer expectations, identifying emerging trends and Work with the Account Management team to support effective conversations. Define and create consistency for appropriate customer goodwill. Contribute and lead the development and the implementation of the holistic Toyota UK Customer Experience strategy Operating in a regulated and non-regulated environment, embed the principles and culture of the Consumer Duty Create the structure to support KINTO UK Mobility products. Continuously drive first time resolution for customer queries and complaints.How we'll support you: A full KINTO induction Provide a great learning opportunity to develop the core skills required to excel in the role. Give you the space and opportunity to be your whole self at work. Foster a learning culture, providing you with clear and constructive feedback, and encouraging you to do the same. You will be supported to grow a proactive, outward mindset approach rather than a reactive approach to performing the role. You will be encouraged to always seek continuous improvement. As a Manager: Regular 1:1's to provide direction and guidance. Clear objective setting via our performance management process. On-going coaching as required. Always available for support as needed. Support understanding and operating the globally recognised Toyota Way of WorkingRequirements: Essential: Proven experience and knowledge of working at a senior level within a Customer Services Operation Demonstrated success of leading a high performing team Experience of building digital self-service tools for end customers Full UK Driving license Desirable: Awareness and understanding of operating within a regulated business and experience in the Regulated Motor Finance sector.Attributes & Behaviours: Ability to influence others. Elevated level of perseverance Outward Mindset Effective communication skills Self-belief Initiative-taker Appetite to take ownership and problem solve. Strong analytic mindset Confidence to challenge those around youBenefits: Competitive starting salary Bonus earning potential 25 days holiday + 8 days bank holiday Great pension scheme starting at employee (EE) contribution of 4% with an employer (ER) contribution of 11%. This can flex up to 6% EE contribution and 15% ER contribution Company Car Scheme following passing of probation Private Medical Cover Life assurance scheme Discounts on different retailers Wellbeing hour each month Discounts on Toyota & Lexus cars Volunteer Days Wellbeing events Employee assistance programmes Free fruit in the office Free onsite car parking Working Hours 37.5 per week Monday - Friday Hybrid working policy 2 days from home each week should you want toKINTO UK is an equal opportunities employer. We welcome applications from anyone who is excited by the opportunity of joining us and will thoroughly consider all applications without attention to ethnicity, religion, sexual orientation, gender, identity, family or parental status, national origin, veteran, neurodiversity status or disability status. OUR RECRUITMENT PROCESS At KINTO we value everyone and are pleased to be recognised as a Disability Confident Employer, which is a national standard that ensures our processes are accessible to all. For this role we follow a 1st and 2nd round interview process with a member of HR and the hiring Manager/s. The interview will be via Teams and/or Face to Face, so that we ensure you have the best experience. Everyone is unique, and that means what works for some may not work for everyone. When it comes to recruitment, please do let us know if we can adjust our process to be meet your accessibility needs. Some examples of how we might be able to help are listed below: Providing a copy of interview questions before the interview Organising a time and location that best suits you Allowing additional time for the assessment and interview We are happy to review any adjustment on a case-by-case basis, so please let us know how we can support you to be your best self. On the job training will be provided, we recognise we all learn differently, and we want to ensure that our training will suit your learning style. We are open to talking to you about how we can make learning your new role in the most positive way

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