Customer Service Director

4 weeks ago


Portsmouth, Portsmouth, United Kingdom Toyota Financial Services Corporation Full time

We are seeking a highly skilled Customer Service Director to lead our Customer Services Department. The ideal candidate will have a proven track record of delivering exceptional customer service and driving business growth.

Key Responsibilities:
  • Lead and coach the Customer Services Department to cultivate a high-performing and engaged team.
  • Increase customer services across KINTO.
  • Anticipate customer requirements and build highly effective teams to support these needs.
  • 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.
  • Continuously monitor operational performance and customer expectations, identifying emerging trends.
  • Work with the Account Management team to support effective conversations.
  • Contribute and lead the development and the implementation of the holistic Toyota UK Customer Experience strategy.
  • Create the structure to support KINTO UK Mobility products.
  • Continuously drive first time resolution for customer queries and complaints.
What We Offer:
  • A full KINTO induction.
  • Provide a great learning opportunity to develop the core skills required to excel in the role.
  • You will be supported to grow a proactive, outward mindset approach rather than a reactive approach to performing the role.
  • 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 Working.
Requirements:
  • Proven experience and knowledge of working at a senior level within a Customer Services Operation.
  • Experience of building digital self-service tools for end customers.
  • Full UK Driving license.


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