Head of Customer Services

We are looking to recruit an experienced Head of Customer Services, who is passionate and focused on customer service and delivery, where you will have the responsibility to lead, shape and ensure customer excellence.

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.

Whilst also being focused on customer excellence, you will also be a motivational manager to help your existing team including team leaders, to perform their tasks and duties.

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.

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 Working

Requirements:

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 you

Benefits:

• 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 to

KINTO 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.