Customer Care Hub Manager

1 month ago

Epsom, Surrey, United Kingdom Toyota Financial Services, KINTO and KINTO JOIN Full time
Job Title: Customer Care Hub Manager

Join Toyota Financial Services, KINTO and KINTO JOIN as a Customer Care Hub Manager and take on a challenging role that requires strong leadership and operational management skills. As a key member of our team, you will be responsible for overseeing the effective delivery of customer complaint handling and resolution, as well as providing support for customers who may be experiencing financial difficulties.

About the Role

The Customer Care Hub is a critical function within our organization, responsible for supporting our customers throughout their relationship with us. This includes handling complaints from customers, aiming to resolve their dissatisfaction in a timely and considered manner, and providing tailored support to customers who may be experiencing financial difficulties.

Key Responsibilities
  • Lead and motivate the Customer Care Hub team to optimize performance and encourage professional and personal growth.
  • Foster a positive work environment that encourages teamwork, collaboration, and continuous improvement.
  • Oversee the complaints handling process, ensuring issues are dealt with promptly and efficiently in compliance with relevant regulations and internal policies.
  • Support the effective management of customers in financial difficulty by championing a customer-centric approach and ensuring high-quality levels are maintained across the team.
  • Establish, monitor, and review key performance indicators and service levels for the Customer Care Hub team.
  • Conduct regular meetings with team members to discuss progress, share updates, and plan future actions.
  • Liaise with key internal teams, such as Quality Assurance and Compliance, to respond and adapt to changes in regulatory requirements.
What You'll Gain
  • Experience leading a dynamic team that plays a pivotal role in delivering good customer outcomes.
  • Confidence in making critical decisions and liaising with key stakeholders across the company.
  • Supportive working relationships with senior management and fellow team members.
  • Opportunities for professional growth and development in a fast-paced and dynamic environment.
What We Offer
  • A competitive salary and bonus package.
  • A comprehensive benefits package, including hybrid working, access to attractive car schemes, excellent pension scheme, and private medical healthcare.
  • Opportunities for professional growth and development in a fast-paced and dynamic environment.
  • A supportive and inclusive work environment that encourages teamwork, collaboration, and continuous improvement.
How to Apply

If you are a motivated and experienced leader looking for a new challenge, please submit your application, including your CV and a cover letter, to [insert contact information]. We look forward to hearing from you

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