Customer Experience Specialist - Hybrid & Data-Driven

Toyota Financial Services, Kinto And Kinto Join; Plymouth; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Bonus potential

Holiday entitlement

Pension scheme

Hybrid work

Car scheme

Private medical cover

Life assurance

Retail discounts

Free onsite parking

Onsite nursery

Well-being hour

Toyota/Lexus discounts

Well-being events

Volunteer days

Employee assistance

Job summary

KINTO UK Ltd. is seeking an experienced Customer Experience Specialist to join the CX team on a nine-month fixed-term contract. You will act as the voice of the customer across KINTO departments, driving excellent outcomes and ensuring compliance with policy.

You will analyze customer data, coach teams, and implement process improvements using Kaizen methods. The role emphasizes AI tool training and continuous service enhancement.

Qualifications

• Demonstrated customer service experience.
• Strong analytical thinking with data interpretation.
• Excellent written and verbal communication.
• Ability to manage multiple priorities and meet deadlines.

Responsibilities

• Analyse CSI and complaints data to identify trends and recommend improvements.
• Coach colleagues to resolve issues and implement Kaizen-driven changes.
• Document improvements driven by customer feedback and monitor outcomes.
• Flag recurring failures and suggest actions to managers.
• Review negative CSI scores and log follow-up actions and results.
• Ensure fair, timely, and compliant customer service in line with policy.
• Support KPI tracking and drive Kaizen-driven enhancements.
• Maintain and update the CSI platform and related processes.

Skills

Customer service

Analytical skills

Communication

Time management

Problem solving

Relationship building

Digital literacy

Adaptability

Tools

Microsoft Excel

Job description

KINTO UK Ltd. is seeking an experienced Customer Experience Specialist to join the CX team on a nine-month fixed-term contract. You will act as the voice of the customer across KINTO departments, driving excellent outcomes and ensuring compliance with policy.

You will analyze customer data, coach teams, and implement process improvements using Kaizen methods. The role emphasizes AI tool training and continuous service enhancement.