Customer Experience Executive

3 months ago

Burgh, United Kingdom Toyota Financial Services, KINTO and KINTO JOIN Full time

#LI-Hybrid

Customer Experience Executive - FTC 1 year

G5 - Operation of complex or multifaceted administration or technical processes and procedures with regular supervision

Salary £26,000 per annum

**Hybrid working - Burgh Heath Epsom - 37.5 Hours**

**Requirements**:
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.

**Customer Experience Centre transformation**
- Support the integration of TFSUK’s customer contact teams into an integrated, multi skilled

**Experience Centre**
- Support and coach team members and colleagues during transformation process
- Maintain current Key Performance Indicators, including service / arrears levels and resolution of customer queries

**Omni-Channel Customer Contact**
- Support the transformation of TFSUK’s inbound customer contact, helping customers to switch to digital communication methods
- Ensure that customers’ questions and problems are resolved properly and quickly

**Customer Management**
- Support the team in achieving the business goals to deliver our customer experience. Typical customer interactions will include:

- Account servicing, such as name & contact detail amendments
- Payment management, including due date, card payments, refunds & direct debit changes
- Agreement enquiries, such as mileage or term remaining
- Settlement & Early termination enquiries, helping to identify retention opportunities
- End of Agreement management, including reschedules and non-Toyota loans
- Resolution of first level arrears issues, escalating more complex situations to the Customer Outcomes team
- Resolution of first level customer complaints, including enquiries from Payment Protection firms
- Outbound contact to support TFSUK’s retention and loyalty activities
- Logged onto the phone system during busy periods especially over lunch times

**Efficiency & Automation**
- Continuously monitor and improve processes within the Customer Experience team, identifying on-going opportunities for efficiency improvements

**Key Performance Indicators**
- Responsible for supporting the team to achieve the departments Key Performance Indicators

**Other tasks**:

- Regularly review all the Policies and procedures for the Customer Experience team, ensuring all outputs are authorised by the business owner are up to date & reviewed as a minimum annually.
- Support Kaizen activity within your team.

**Benefits**

**At Toyota Financial Services (TFS) it is more than just an externally bench-marked salary and bonus, we also offer**:

- Hybrid working pattern is 2 days in the office and 3 days from a location of your choice.
- Access to attractive car schemes for you (& your family) for Toyota & Lexus cars
- Excellent pension scheme (up to 6% employee contribution and 15% employer contribution).
- Generous annual leave of 25 days which increases with service and holiday purchase option
- Private Medical Healthcare (single, partner/spouse and dependent children) with Digital GP Service
- Group Income Protection cover with Aviva including physical, mental, and financial wellbeing services
- Employee Assistance Program, & Eye tests
- Onsite gym, Sports and Social Club, & flu jabs to keep you healthy
- Wellbeing hour each month and many more initiatives throughout the year to encourage a healthy mind and body, and to raise awareness and celebrate diversity, equity and inclusion.
- Dress for your day policy to make you feel comfortable at work
- Eco HQ, free parking & restaurant
- Two volunteering days per year
- Reward gateway voucher discounts
- Flexible working scheme and we welcome flexible working conversations at interview
- Regular 121s with your manager, a personal development review (PReview) each quarter
- A wide range of learning & development opportunities including Linked In Learning courses
- £250 contribution towards you learning something new outside of work
- Annual events (e.g., summer party, BBQ & Xmas party) including Countdown to Christmas events every December - it is so much fun

**At Toyota Financial Services (TFS) 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.**

**We may use workable one-way video interviewing as part of our recruitment process. We’ll provide you with some more information around this as you progress through the stages.**

**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

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