Customer Service

2 weeks ago

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

“This role that you are applying for, will be working for KINTO-UK Ltd which is a Mobility Brand owned by the Toyota Group, offices located in Portsmouth. KINTO-UK share their HR function with Toyota Financial Services (TFS) in the UK, however the job being advertised will not be working directly for Toyota Financial Services”

WHAT WE DO

KINTO UK Ltd has been providing flexible fleet management solutions to Corporate, Government and Non-profit sector clients throughout the UK for more than 50 years and has grown to become one of the UK’s leading fleet management companies.

PURPOSE OF THE ROLE

Responsible for building and maintaining effective client relationships and delivering the lead in customer experience. Effective communication with internal teams is essential in exceeding our client expectations and customer satisfaction measured through our net promoter and customer satisfaction scores.

To pro-actively monitor and manage all vehicles off road (VOR) as well as having close regular dialogue with garages so that each vehicle is repaired and reunited with its driver as quickly as possible.

To ensure that all key stages in the repair cycle are proactively managed, from the moment the vehicle is booked in, through to work completion and vehicle return, while remaining in close contact with our technical or accident teams to quickly resolve any potential hold-ups

. JOB ROLE AND RESPONSIBILITIES:

  • Provide a point of contact for a range of customer queries via telephone and email
  • Pro-actively monitor and manage Downtime on KINTO Fleet vehicles during service, maintenance and repair work.
  • Liaise with internal departments and external partners to resolve customer queries in an effective and efficient manner
  • Ensuring compliance and security procedures are adhered to.
  • Adhere to client SLA’s and KPI’s

Requirements

Skills and Experience required:

  • Strong customer focus, first time resolution
  • Effective complaint handling
  • Organised to manage own workload
  • Problem solving, solutions focused
  • Self-motivated with enthusiasm to succeed
  • Excellent call & email quality

Style and Culture fit:

  • Effective communicator and team player
  • Motivated to deliver consistent high levels of service

Benefits

  • Competitive Starting Salary
  • Annual bonus
  • A fantastic pension starting at 4% employee contribution, with the company putting in 11%. This can increase to employee putting in 6% with the employer putting in 15%.
  • Retail discounts
  • 25 days holiday + bank holidays per calendar year
  • Free onsite car parking
  • Wellbeing hour each month
  • Discounts on Toyota & Lexus cars
  • Life assurance scheme
  • Employee assistance programmes
  • Hybrid Working Policy - 2 days WFH per week should the employee want to
  • Enhanced maternity & paternity benefits
  • Wellbeing events
  • Hours are 37.5 hours per week Monday - Friday

KINTO UK is an equal opportunities employer. We welcome applications from anyone who is excited by the opportunity of joining us and will thoroughly consider all applications without attention to ethnicity, religion, sexual orientation, gender, identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

 

OUR RECRUITMENT PROCESS


At KINTO we value everyone and are pleased to be recognised as a Disability Confident Employer, which is a national standard that ensures our processes are accessible to all.

For this role we follow a 1st and 2nd round interview process with a member of HR and the hiring Manager/s. The interview will be via Teams and/or Face to Face, so that we ensure you have the best experience.

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.

Some examples of how we might be able to help are listed below:

  • Providing a copy of interview questions before the interview
  • Organising a time and location that best suits you
  • Allowing additional time for the assessment and interview

We are happy to review any adjustment on a case-by-case basis, so please let us know how we can support you to be your best self.

On the job training will be provided, we recognise we all learn differently, and we want to ensure that our training will suit your learning style. We are open to talking to you about how we can make learning your new role in the most positive way.

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