This is a new and exciting position for an individual who is passionate and focused on customer service and delivery, where you will have the responsibility to lead, shape and ensure implementation company wide.
We are looking for the successful individual to have both strategic planning and implementation experience, someone who has the innovation to bring new concepts and ideas, and who wants to be part of a growing and forward-thinking brand.
A bit about the ‘Department': The Customer Services Department looks after our customers, but in doing so it requires the support and significant collaboration with other departments within KINTO UK to deliver great customer outcomes. The department has four distinct operations within it: Multi Brand Customer Support, KINTO ONE in-Life support, Customer Excellence Development and Data Quality. Our teams look after our customers primarily through telephone and email. Our business is dedicated to consistently delivering excellent customer outcomes at every stage of our customers experience with our business.
What you'll be doing:
Lead and coach the Customer Services Department to cultivate a high-performing and engaged team.
Increase customer services across KINTO.
Lead the strategy and culture for Customer Excellence, driving business growth across KINTO UK
Anticipate customer requirements and build highly effective teams to support these needs.
Develop and expand our Dymanics365 solution 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
Work with the Account Management team to support effective conversations.
Define and create consistency for appropriate customer goodwill.
Contribute and lead the development and the implementation of the holistic Toyota UK Customer Experience strategy
Operating in a regulated and non-regulated environment, embed the principles and culture of the Consumer Duty
Create the structure to support KINTO UK Mobility products.
Continuously drive first time resolution for customer queries and complaints.How we'll support you:
A full KINTO induction
Provide a great learning opportunity to develop the core skills required to excel in the role.
Give you the space and opportunity to be your whole self at work.
Foster a learning culture, providing you with clear and constructive feedback, and encouraging you to do the same.
You will be supported to grow a proactive, outward mindset approach rather than a reactive approach to performing the role.
You will be encouraged to always seek continuous improvement. As a Manager:
Regular 1:1's to provide direction and guidance.
Clear objective setting via our performance management process.
On-going coaching as required.
Always available for support as needed.
Support understanding and operating the globally recognised Toyota Way of WorkingRequirements:
Essential:
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 Desirable:
Awareness and understanding of operating within a regulated business and experience in the Regulated Motor Finance sector.Attributes & 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 youBenefits:
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%. This can flex up to 6% EE contribution and 15% ER contribution
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 toKINTO 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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