Customer Experience Specialist

Toyota (GB) plc; Portsmouth; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

Join a leading company as a Customer Experience Specialist, responsible for enhancing customer satisfaction through analysis and relationship management. You will work closely with Kinto departments, coach teams, and lead initiatives to improve services. This position offers a hybrid working model along with a competitive compensation package including pension contributions and additional perks.

Benefits

Hybrid working policy

Bonus earning potential

25 days holiday + 8 days bank holiday

Pension scheme with employer contributions

Private Medical Cover

Life assurance scheme

Discounts on Toyota & Lexus Cars

Well-being events

Free onsite car parking

Onsite nursery with discounted prices

Qualifications

• Strong relationship-building skills across departments and with customers.
• Competent user of Microsoft Excel for data analysis.
• Strong problem-solving and analytical skills.

Responsibilities

• Analyze CSI data to identify trends and create business reports.
• Support and coach team members to resolve customer issues.
• Track and report KPI's and manage the CSI platform.

Skills

Relationship building

Analytical skills

Problem-solving

Communication

Data handling

Tools

Microsoft Excel

Job description

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.

An ordinary day would look like:

CSI

• Analysing CSI data to identify trends, to create business reports and offer recommendations across the business, which 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.
• 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.
• Assist the CX Team Leader in tracking and reporting KPI’s.
• Manage and update our CSI platform
• Work on actions identified from customer surveying

Complaints:

• Analyse complaints data to identify trends or improvements to create business reports and offer recommendations across the business, which reduce complaint levels, improve customer satisfaction, reduce expenditure and optimise the experience.
• Remove all obstacles to complaint recording and management across the business, ensuring everyone has the correct tools and knowledge to achieve this.
• Assist the CX Team Leader in tracking and reporting KPI’s.
• Support Managers by identifying trends and implementing Kaizen.

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
• Good written and verbal communication

Attributes & Behaviours:

• Strong focus on delivering against our service level agreements
• 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

• 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 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.