Customer Experience Executive

ImmigrationGPT; Portsmouth; Hybride; GBP 29 000 - 35 000; Temps partiel

Avantages offerts par ce poste

Bonus earning potential

Hybrid working policy

Private Medical Cover

Life assurance

Résumé du poste

Toyota Financial Services (UK) PLC in Portsmouth is seeking a Customer Experience Executive to join the KINTO-UK team on a nine-month fixed-term contract. The role focuses on ensuring exceptional customer outcomes by analysing complaints data, reporting trends, and driving improvements.

You will support and coach colleagues, implement process improvements using Kaizen, and help maintain regulatory compliance in handling feedback and CSI scores.

Qualifications

• 2+ years of Customer Service experience.
• Strong written and verbal communication skills.
• Ability to analyse CSI and complaints data.

Responsabilités

• Analyse CSI and complaints data to identify trends and recommend improvements.
• Coach colleagues to resolve customer issues and implement Kaizen-based improvements.
• Monitor and report on service levels and customer outcomes.

Connaissances

Relationship building

Data analysis

Problem solving

Communication

Multi-tasking

Outils

Microsoft Excel

Description du poste

# Customer Experience ExecutiveToyota Financial Services (UK) PLC, PortsmouthApply on Toyota Financial Services (UK) PLC's site Check my CV against this jobPosted: 1 weeks agoContract: contractListed on: Direct from the employer## Can this job be sponsored?Some things to check* We could not tell the occupation from the title. Whether a job can be sponsored depends on its occupation code. Look up the occupation code (CASCOT)* Toyota Financial Services (UK) PLC holds an A-rated Skilled Worker licence. Register of licensed sponsors, GOV.UKRead from the advert, the Home Office register and the Immigration Rules. Whether you can be sponsored also depends on your own circumstances, such as your age and visa history. This is information, not advice.## About the jobWe 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 RequirementsEssential:- 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 systemsAttributes & 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 escalate.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.Benefits- 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 parking- Onsite 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 officeKINTO 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 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.