Customer Experience Executive

Toyota Financial Services (UK) PLC; Portsmouth; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Bonus earning potential

25 days holiday + 8 bank holidays

Great pension scheme with employer/EE

Hybrid working policy

Car Scheme

Private Medical Cover

Life assurance

Discounts on retailers

Free onsite car parking

Well-being hour

Discounts on Toyota & Lexus Cars

Well-being events

Volunteer Days

Employee assistance programmes

Free fruit in the office

Job summary

KINTO-UK Ltd in Portsmouth is seeking an experienced Customer Experience Specialist for a nine-month fixed-term contract. The role focuses on acting as the voice of the customer and driving improvements across CSI and complaints data.

You will train AI tools, coach staff, and ensure compliant, high-quality customer outcomes. A strong emphasis on data handling, Excel proficiency, and collaboration across departments is required.

Qualifications

• Experience analysing CSI and complaints data to identify trends and drive improvements.
• Coach colleagues to resolve issues and implement Kaizen-based changes.
• Track and report KPI’s and Kaizen improvements.
• Deliver fair, timely and excellent customer outcomes per policy.
• Train AI tools to improve efficiency and service delivery.
• Champion ethical use of AI outputs and maintain quality standards.

Responsibilities

• Analyse CSI and complaints data to identify trends and drive improvements.
• Support and coach staff to resolve customer issues and implement changes.
• Log and track recommendations and outcomes from improvements.
• Monitor CSI scores and escalate issues to managers.
• Deliver fair, timely and excellent customer outcomes per policy.
• Track and report KPI’s with Kaizen to improve efficiency.
• Manage and update the CSI platform.
• Assist with AI tool testing and feedback.
• Promote effective use of AI while ensuring quality standards.

Skills

Relationship building

Microsoft Excel

Data handling

Analytical skills

Multitasking

Communication

Customer service experience

Digital literacy

Job description

We are looking for an experienced customer service individual to join our Customer Experience team, working initially in a nine month fixed-term contract.

The role in a nutshell:

The Customer Experience Specialist is responsible for ensuring all Kinto departments deliver excellent outcomes for all our customers by acting as the voice of the customer.

A bit about the ‘Department’:

To increase the Kinto Customer Satisfaction results and to ensure that we fulfil our contractual and regulated requirements when handling complaints.

What you’ll be doing:

An ordinary day would look like:

• Analyse CSI and complaints data to identify trends, creating various reporting and offer recommendations across the business, with the aim to reduce complaint levels, improve customer satisfaction, reduce expenditure and optimise the experience.
• Support and coach Kinto people and managers to resolve customer issues and implement process improvements using Kaizen methodology.
• Evidence all improvements undertaken because of poor feedback.
• Highlight areas of repeated failures and improvement opportunities to the relevant Managers.
• Review and contact all negative CSI scores <-6 and below) when the customer has expressed an interest in having further contact and log and track all recommendations, improvements and outcomes.
• Have a clear understanding of how to deliver fair, timely, and excellent customer outcomes according to company policy, and support all KINTO people to do the same.
• Assist the CX Team Leader in tracking and reporting KPI’s and be proactive in Kaizen to drive improvements.
• Manage and update our CSI platform.
• Help to evolve all customer experience policies, processes and procedures to ensure compliance in line with new products and services as they are added to the Kinto UK portfolio, working closely in particular with the Knowledge Manager.
• Support the business with competitions and reward and recognition events where required.
• Train AI tools to improve efficiency, customer interactions, and service delivery and assist with testing and providing feedback on new AI tools and enhancements.
• Champion the effective use of AI technologies, identifying opportunities to improve efficiency and customer experience, sharing best practices, and ensuring all AI-generated outputs meet quality and compliance standards.

Essential:

• Please note that all KINTO-UK Ltd employees are required to undergo and successfully obtain Enhanced Security Clearance. These checks include verification of employment history, family background, and financial records.

Key Experience & Skills:

• Demonstrates ability to build strong relationships across Kinto departments and with customers.
• Competent user of Microsoft Excel
• Accurate data handling
• Strong problem-solving and analytical skills
• Able to manage multiple priorities effectively
• Excellent written and verbal communication
• At least 2 years of Customer Service experience
• Confidence using digital technologies and learning new systems

Attributes & Behaviours:

• Strong focus on delivering against our service level agreements
• Forward-thinking mindset with the ability to anticipate customer needs, identify potential challenges, and take proactive action to deliver positive outcomes.
• A diligent individual with exceptional organisation skills
• A positive and enthusiastic attitude
• Adaptable and agile
• Can create an environment where our colleagues feel empowered to put the customer first and consistently deliver a high-quality service
• Able to set and monitor clear targets and smart objectives
• Demonstrates initiative and takes ownership of tasks, seeking solutions before problems elevate.

This role that you are applying for, will be working for KINTO-UK Ltd which is a Mobility Brand owned by the Toyota Group, offices located in Portsmouth. KINTO-UK share their HR function with Toyota Financial Services (TFS) in the UK, however the job being advertised will not be working directly for Toyota Financial Services.

• 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
• Hybrid working policy 2 days from home each week should you want to
• Car Scheme following passing of probation
• Private Medical Cover
• Life assurance scheme
• Discounts on different retailers
• Free onsite car parkingOnsite nursery with discounted prices
• Well-being hour each month
• Discounts on Toyota & Lexus Cars
• Well-being events
• Volunteer Days
• Employee assistance programmes
• Free fruit in the office

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.

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 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.