Customer Service Excellence Leader

1 month ago


Portsmouth, Portsmouth, United Kingdom Toyota Financial Services, KINTO and KINTO JOIN Full time
Job Description

We are seeking a highly skilled and experienced Customer Service Excellence Leader to join our team at Toyota Financial Services, KINTO and KINTO UK. The successful candidate will be responsible for leading and shaping our customer service operations to deliver exceptional customer experiences.

Key Responsibilities:

  • Lead and coach the customer services team to cultivate a high-performing and engaged team.
  • Increase customer satisfaction across KINTO.
  • Develop and implement strategies to drive business growth across KINTO UK.
  • Anticipate customer requirements and build highly effective teams to support these needs.
  • Develop and expand our digital solutions across the business.
  • 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.
  • Implement robust Voice of the Customer measurements, creating solutions to drive continuous improvement.
  • Continuously monitor operational performance and customer expectations, identifying emerging trends and opportunities.
  • Work with the Account Management team to support effective conversations.
  • Define and create consistency for appropriate customer goodwill.
  • Contribute and lead the development and implementation of the holistic Toyota UK Customer Experience strategy.
  • Embed the principles and culture of the Consumer Duty in a regulated and non-regulated environment.
  • Create the structure to support KINTO UK Mobility products.
  • Continuously drive first time resolution for customer queries and complaints.

Requirements:

  • Proven experience and knowledge of working at a senior level within a customer services operation.
  • Demonstrated success of leading a high-performing team.
  • Experience of building digital self-service tools for end customers.
  • Full UK driving license.

Attributes and Behaviours:

  • Ability to influence others.
  • Elevated level of perseverance.
  • Outward mindset.
  • Effective communication skills.
  • Self-belief.
  • Initiative-taker.
  • Appetite to take ownership and problem-solve.
  • Strong analytic mindset.
  • Confidence to challenge those around you.

Benefits:

  • Competitive starting salary.
  • Bonus earning potential.
  • 25 days holiday + 8 days bank holiday.
  • Great pension scheme starting at employee (EE) contribution of 4% with an employer (ER) contribution of 11%.
  • Company car scheme following passing of probation.
  • Private medical cover.
  • Life assurance scheme.
  • Discounts on different retailers.
  • Wellbeing hour each month.
  • Discounts on Toyota & Lexus cars.
  • Volunteer days.
  • Wellbeing events.
  • Employee assistance programmes.
  • Free fruit in the office.
  • Free onsite car parking.
  • Working hours 37.5 per week Monday - Friday.
  • Hybrid working policy 2 days from home each week should you want to.

We are an equal opportunities employer and welcome applications from anyone who is excited by the opportunity of joining us. We are pleased to be recognised as a Disability Confident Employer and follow a 1st and 2nd round interview process with a member of HR and the hiring manager/s. We value everyone and are committed to making our recruitment process accessible to all.


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