Customer Experience Specialist

Toyota Financial Services (UK) PLC; Portsmouth; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

Join a leading company as a Customer Experience Specialist, where your insights will shape service improvements and enhance customer satisfaction. You will be responsible for analyzing data, supporting team members, and ensuring compliance with service benchmarks. Your role will be crucial in making strategic recommendations that foster a stellar customer experience in a hybrid work environment.

Benefits

Bonus earning potential

25 days holiday + 8 days bank holiday

Great pension scheme

Hybrid working policy

Private Medical Cover

Life assurance scheme

Discounts on different retailers

Free onsite car parking

Onsite nursery with discounted prices

Well-being hour each month

Qualifications

• Ability to manage multiple priorities effectively.
• Demonstrated expertise in building strong customer relationships.
• Competent data handling and analytical abilities.

Responsibilities

• Analyzing customer service data to improve satisfaction.
• Coaching and supporting team members on process improvements.
• Tracking and reporting KPIs associated with customer satisfaction.

Skills

Strong problem-solving skills

Analytical skills

Communication skills

Relationship building

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
  
  
  

Requirements

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
  
  
  

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 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.