Customer Care Hub Manager

3 weeks 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 Toyota Financial Services, UK, 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 during periods of financial difficulty.

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.
What You'll Own
  • Act as the single point of contact for the Customer Care Hub for all key stakeholders across the 'One Toyota' entities (UK Toyota group colleagues).
  • 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.
Requirements
  • 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 and 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 organization and time management skills.
  • Resilience and flexibility in pressurizing work situations.
  • Fostering a culture that enables team members to strive and grow.
Benefits

At Toyota Financial Services (TFS), we offer a range of benefits to support your well-being and career development, including:

  • Hybrid working pattern with 2 days in the office and 3 days from a location of your choice.
  • Access to attractive car schemes for you and your family.
  • Excellent pension scheme with up to 6% employee contribution and 15% employer contribution.
  • Generous annual leave of 25 days, increasing with service, and holiday purchase option.
  • Private Medical Healthcare with Digital GP Service.
  • Group Income Protection cover with Aviva, including physical, mental, and financial wellbeing services.
  • Employee Assistance Program and Eye tests.
  • Onsite gym, Sports and Social Club, and flu jabs.
  • Wellbeing hour each month and various initiatives throughout the year to encourage a healthy mind and body.
  • Dress for your day policy to make you feel comfortable at work.
  • Eco HQ, free parking, and restaurant.
  • Two volunteering days per year.
  • Reward gateway voucher discounts.
  • Flexible working scheme and welcome to flexible working conversations at interview.
  • Regular 121s with your manager and a personal development review (PReview) each quarter.
  • A wide range of learning and development opportunities, including LinkedIn Learning courses.
  • £250 contribution towards learning something new outside of work.
  • Annual events, including a summer party, BBQ, and Xmas party, with Countdown to Christmas events every December.

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