Customer Solutions Manager

We are looking for an individual to join our Customer Solutions team, working in an initial twelve month contract.

The role in a nutshell: Managing the day-to-day activities of the Customer Solutions team, ensuring customer expectations are met whilst supporting and helping to drive forward our Customer Retention performance through inbound and outbound activity.

A bit about the ‘Department’: The Customer Solutions team sit within the Sales Department, ultimately aiming to speak directly to customers and retain them within the brand. These will be customers who are looking to refinance their current vehicle, existing Itterasshai customers wishing to change for a new vehicle, customers from all brands looking for a settlement figure or, going forward, outbound calls to generate Centre appointments.

What you’ll be doing:

• Managing the Customer Solutions teams, ensuring reports are meeting key performance indicators and working effectively
• towards the delivery of good customer outcomes.
• Conduct performance reviews for your direct reports, monitoring their objectives and professional development.
• Grow the portfolio of a Non-Toyota Loans as opportunities present themselves.
• Develop and implement the end of customer contact strategy, challenging current processes and conducting champion/challenger strategies in determining the optimal range of customer engagement tools and methods.
• Develop and implement programme to support Centre retention through outbound contact of agreed customers with the aim of making appointments to visit to discuss next vehicle.
• Develop and implement strategies for the promotion of Non-Toyota Loans and Friends and Family finance opportunities through TFSUK and associated companies within the group, together with exploiting supplier relationships in associated company and affinity type schemes.
• Take full responsibility for team activities in respect of Financial Conduct Authority requirements.
• Track and ensure all audit outcomes are fully implemented.

How you could stretch this role:

• Explore ways to push customer contact back into the Toyota/Lexus network at the end of an Itterasshai Loyalty Plan (Non-Toyota & Lexus loan) agreement, perhaps with targeted marketing for a corresponding vehicle in the segment of purchased vehicle.
• Explore ways to support improvement of Redline customer retention.
• Propose ways to develop Customer Solutions procedures and processes, encouraging a work environment of continuous improvement.
• Collaborate with internal and external parties to understand customer behaviour across a variety of segments e.g. age, vehicle, term, occupation etc. · Involvement in ad hoc projects.

Key Experience & Skills:

• Previous management and leadership experience
• Good understanding of the end of contract process and ideally
• Sales and/or sales management experience
• Strong written and verbal communication skills

Attributes & Behaviours:

• Self-motivated and proactive worker.
• Good time management and organisational skills.
• Strong leader, able to effectively coach and mentor a team of reports to optimise their performance.
• Customer first attitude.

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.