Senior Manager - Customer Care Hub

Senior Manager - Customer Care Hub

A newly created position, we are looking for an individual who has experience in leading, managing and motivating medium to large teams, with a background gained in collections and complaints.

With a focus on good customer outcomes, you will help implement and streamline existing and new processes whilst motivating your department.

We are looking for those who are driven, with a strong background gained in collections, recoveries, arrears, complaints and relations.

The individual:

• Previous experience at senior management level
• Experience of working in collections / arrears as well as complaints / customer relations
• Experience working in a heavy regulated environment - Financial Services an advantage

Requirements:

• Leading and motivating the Customer Care Hub to optimise performance and encourage professional and personal growth.
• Fostering a positive work environment that encourages teamwork, collaboration, and continuous improvement.
• Overseeing the complaints handling process, ensuring issues are dealt with promptly and efficiently in compliance with relevant regulations and internal policies.
• Supporting the effective management of customers in financial difficulty by championing a customer-centric approach and ensuring high quality levels are maintained across the team.
• Establishing, monitoring and reviewing key performance indicators and service levels for the Customer Care Hub team.
• Conducting regular meetings with team members to discuss progress, share updates and plan future actions.
• Liaising with key internal teams, such as Quality Assurance and Compliance, to respond and adapt to changes in regulatory requirements

How you could stretch this role:

• Identify opportunities for policy and process enhancements to improve service and quality levels, encouraging an environment of continuous improvement.
• Collaboration with other departments to ensure cohesive and efficient operations throughout the customer journey (for example, developing digital communication channels).
• Lead and manage projects aimed at improving efficiency, effectiveness,  customer satisfaction and retention.

Experience you'll gain:

• Leading a dynamic team that plays a pivotal role in the significant function of delivering good customer outcomes.
• Working within a dynamic and fast-paced environment that encourages personal development and fosters growth.
• 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 get to own:

• Acting 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.

Key Experience & Skills:

• 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 & 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 organisation and time management skills.
• Resilience and flexibility in pressurising work situations.
• Fostering a culture that enables team members to strive and grow.

Our Recruitment Process:

At Toyota Financial Services (TFS) 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.

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.