Collections Leadership Role

4 weeks ago


Epsom, Surrey, United Kingdom Toyota Financial Services, KINTO and KINTO JOIN Full time
Job Title: Collections Leadership Role

We are seeking an experienced Collections Leadership Role to join our team at Toyota Financial Services, KINTO and KINTO JOIN. This role will be responsible for leading the Customer Care Hub team, overseeing the complaints handling process, and supporting the effective management of customers in financial difficulty.

Key Responsibilities:

  • Leading and motivating the Customer Care Hub team to optimise performance and encourage professional and personal growth.
  • Fostering a positive work environment that encourages teamwork, collaboration, and continuous improvement.
  • Overseeing the complaints handling process, ensuring issues are dealt with promptly and efficiently in compliance with relevant regulations and internal policies.
  • Supporting the effective management of customers in financial difficulty by championing a customer-centric approach and ensuring high quality levels are maintained across the team.
  • Establishing, monitoring and reviewing key performance indicators and service levels for the Customer Care Hub team.
  • Conducting regular meetings with team members to discuss progress, share updates and plan future actions.
  • Liaising with key internal teams, such as Quality Assurance and Compliance, to respond and adapt to changes in regulatory requirements.

What You'll Get to Own:

  • Acting as the single point of contact for the Customer Care Hub for all key stakeholders across the 'One Toyota' entities.
  • Leadership of both the complaint handling and the customer collection process.
  • Management of team performance, quality, trends identified through root cause analysis and areas of improvement across both services.

Key Experience & Skills:

  • Strong team management skills with a keen ability to coach, mentor and develop staff under a fast-paced regulated work environment.
  • In-depth understanding of Consumer Duty and complaint handling regulations.
  • Excellent verbal and written communication skills.
  • Competencies in project management and cross company collaboration.

Attributes & Behaviours:

  • Proactive and self-motivated, able to work productively under your own initiative.
  • Ability to develop and maintain strong relationships with team members, promoting an inclusive and positive working environment.
  • Strong organisation and time management skills.
  • Resilience and flexibility in pressurising work situations.
  • Fostering a culture that enables team members to strive and grow.

We value everyone and are pleased to be recognised as a Disability Confident Employer. 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.



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