Customer Solutions Executive (retentions)

Toyota Financial Services are looking for an individual to join the Customer Solutions team, where you will assist our customers coming to the end of their financial contracts, or those who are looking to finance another make/model of vehicle.

The emphasis is on good customer services and overall retentions.

This is a telephone based position, and ideally the successful individual will have previous telephony experience and someone who genuinely enjoys customer services and sales.

A bit about the ‘Department’: The Customer Solutions team sit within the Sales Department, aiming to speak to every customer and retain them within the brand.

You will need to be confident and enthusiastic in all areas of customer services with a sales focus and the self-motivation to work towards and hit / exceed targets.

The Role:

• Managing and retain the portfolio of existing customers that are leaving the brand, at both end of contract and in contract life when an opportunity presents itself.
• Proactively contacting existing customers who have requested a settlement figure through the ‘My Finance’ app and are leaving the brand.
• Contacting customers who are reaching the end of their existing agreement and exploring their available options.
• Providing customers with a tailored refinance quotation, checking the quotation is affordable and the best outcome for the customer.
• Liaise with third party dealerships to ensure customers’ expectations are met.
• Self-manage all Itterasshai Loyalty Plan customers (Non-Toyota & Lexus loans), ensuring the customer is given all relevant information and can evidence good customer outcomes were provided throughout the customer journey.
• Manage all referrals from internal staff members.

Key Experience:

• Telesales/sales or call centre experience with the enthusiasm to move into a sales focused role
• Strong written and verbal communication skills.
• Proficiencies in Microsoft Office, particularly Excel.

Attributes & Behaviours:

• Driven by goals and objectives.
• Able to work effectively in a fast-paced environment.
• Adaptable to new processes and strategies.
• Approachable and friendly when speaking to customers.

At Toyota Financial Services (TFS) it is more than just an externally bench-marked salary and bonus, we also offer:

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

Our Recruitment Process

At Toyota Financial Services (TFS) we value everyone and are pleased to be recognised as a Disability Confident Employer.

We are committed to supporting disabled applicants throughout the recruitment process. Should you meet the minimum criteria for this role and wish to apply under the DC scheme, you may be moved forward to the next stage. Please ensure to add this information into your application.

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 to support you to be your best self.