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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.
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.
The Role:
- 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.
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 you
We offer an attractive benefits scheme, working in a great location, and the chance to join a growing and thriving buiness, who is passionate about their products.
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.
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 interviewOrganising a time and location that best suits youAllowing additional time for the assessment and interviewWe 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.
