Customer Experience Manager

Toyota Financial Services (UK) PLC; Portsmouth; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading automotive financial service provider in Portsmouth is seeking an experienced Customer Experience Manager. The successful candidate will lead a team to enhance customer service, manage survey initiatives, and handle complaints. Strong analytical and people management skills are essential. The role offers a hybrid work model, competitive salary, and comprehensive benefits.

Benefits

Hybrid working

Pension scheme

Annual bonus

Car scheme

25 days holiday + 8 days bank holiday

Qualifications

• Great people manager, supporting and developing team members.
• Experience in running a high-performing customer experience team.
• Minimum of 12 months experience managing a team.

Responsibilities

• Lead and manage a team of Customer Experience Specialists.
• Be the lead for the 'Voices' customer survey project.
• Manage supplier relationships.

Skills

People management

Analytical skills

Effective communication

Organizational skills

Presentation skills

Job description

Are you passionate about customer service, the customer journey and the overall customer experience? Are you a great people manager and enjoy supporting, motivating, encouraging and developing your team?

We are looking for an experienced Customer Experience Manager, who will help to create a "best in industry" service for our customers via surveys, reporting and data. You will help us understand how our customers feel, helping us to lead positive changes and an overall enhanced customer experience.

Why do our employees enjoy working at Kinto?

KINTO was not a difficult choice for me. I had researched KINTO and discovered that they had both the right ethos and management to enable great customer service. KINTO care - it was apparent in my research, in my interview and now in role, the business really cares about its people and customers.

Since joining KINTO in February this year, I've genuinely felt part of a team where my contributions are valued. I've had the opportunity to share my knowledge and collaborate with senior management to help drive improvements in the customer journey.

Working at KINTO has been an absolute breath of fresh air. No matter where you turn, you will always see that the people here truly want the best for our customers and our company.

The role in a nutshell:

The Customer Experience Manager works with the General Manager for Customer Excellence to establish and embed exceptional customer service across the business.

What you'll be doing:

• Leading and Managing a team of Customer Experience Specialists
• Be the lead for the ‘Voices' customer survey project
• Regularly review customer survey questions for effectiveness
• Lead the definition and provide clarification of what a complaint is across the business
• Lead the oversight of complaint reporting, analysing and creating a plan for every aspect of complaint handling
• Complaints reporting, analysis and the creation of complaint reduction measures
• Manage the CSI platform and reporting
• Reporting into appropriate functions
• Responsible for Customer Service levels reporting for teams across the business
• Manage supplier relationships
• Support and lead initiatives to boost volumes of customer reviews
• Organising the Institute of Customer Service mid-term surveys
• Overseeing the benchmarking of KINTO vs competitors
• Using TPS methodology to implement and measure changes

Requirements

Key Experience & Skills:

• Great people manager, supporting, motivating, encouraging and developing team members
• Excellent analytical skills
• Effective communicator at all levels
• Organised with strong prioritisation skills
• Strong presentation skills
• Experience in running a high-performing customer experience team
• Confident in conducting investigations across other business areas
• Handling and resolving escalated complaints
• Minimum of 12 months experience managing a team

Attributes & Behaviours:

• Ability to influence others
• Creative problem-solver and process improver
• Passionate about customer experience
• Open, approachable and supportive
• Effective communication skills
• Resilient and able to work under pressure
• Strong attention to detail
• Outward mindset

Benefits

KINTO UK is very proud to offer an extensive benefits package to our employees, some of these include:

• Hybrid working of three days in the office, Monday - Friday
• Pension - up to 15% contribution
• Car Scheme
• Annual bonus
• 25 days holiday + 8 days bank holiday

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.

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