Customer Relations Specialist

5 days ago

Epsom, Surrey, United Kingdom Toyota Financial Services, KINTO and KINTO JOIN Full time
Job Title: Customer Relations Administrator

We are seeking a highly skilled and experienced Customer Relations Administrator to join our team at Toyota Financial Services, KINTO and KINTO JOIN. As a key member of our Customer Services function, you will play a vital role in addressing customer concerns and resolving complaints in a timely and professional manner.

Key Responsibilities:
  • Support the Customer Relations department with administrative and ad-hoc duties, ensuring seamless day-to-day operations.
  • Complete commissions, complaints, enquiries, and letters of claims with accuracy and attention to detail.
  • Process Subject Access Data Requests (SADRs) in a timely manner, adhering to GDPR requirements.
  • Compile Financial Ombudsman Services (FOS) case files, maintaining confidentiality and accuracy.
  • Locate information upon request for Customer Relations case handlers, providing timely support.
  • Ensure customer questions and problems are resolved effectively, referring to relevant parties as necessary.
  • Handle inbound and outbound calls, providing exceptional customer service.
  • Take ownership of PEPs and Sanctions, ensuring compliance with regulatory requirements.
  • Contribute to achieving departmental Key Performance Indicators (KPIs), working collaboratively with the team.
  • Maintain accurate records of customer contact using the CMS system, adding complaints to the complaints log.
Requirements:
  • Previous complaints experience in an FCA environment, with a strong understanding of regulatory requirements.
  • Comfortable working under pressure, proactive, and able to use own initiative.
  • Experience dealing with challenging and distressed customers, providing empathetic and professional support.
  • Ideal candidate will have 1 year of Motor finance and/or complaints experience.
  • Administrative experience with Excel and pivot tables, with a strong attention to detail.
  • Resilient attitude, with excellent organisational skills and workload management.
  • Effective team player, with strong communication and interpersonal skills.
What We Offer:
  • A comprehensive induction program, providing a thorough understanding of Toyota Financial Services, KINTO and KINTO JOIN.
  • Opportunities for professional development, including regulatory training and coaching.
  • A supportive and inclusive work environment, fostering a culture of learning and growth.
  • A competitive salary and benefits package, including hybrid working arrangements and access to attractive car schemes.
  • Regular 1:1s with your manager, a personal development review (PReview) each quarter, and a wide range of learning and development opportunities.

We are committed to creating a diverse and inclusive workplace, where everyone feels valued and supported. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

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