Customer Outcomes Executive

Toyota Financial Services (UK) PLC; Epsom; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid work pattern (2 days in office)

Pension scheme

25 days annual leave

Private Medical Healthcare

Group Income Protection

Employee Assistance Program

Eye tests

Onsite gym

Volunteer days

Learning & development opportunities

Job summary

Toyota Financial Services in the UK is seeking individuals with collections or arrears experience to join the Customer Outcomes team. You will provide effective arrears support, engage empathetically with customers, and ensure compliance with Consumer Duty throughout the collections process.

You will identify affordable repayment plans and tailor solutions while maintaining high standards of service and regulatory compliance in a hybrid work environment.

Qualifications

• Proven experience in a collections or financial services role.
• Experience with arrears, collections and vulnerable customers.
• Strong understanding of Consumer Duty regulations in financial services.
• Excellent communication and interpersonal skills to engage customers in financial difficulty.

Responsibilities

• Execute financial support tasks and manage customer accounts per policies.
• Identify tailored repayment solutions while maintaining high customer care.
• Ensure compliance with Consumer Duty and relevant regulations in collections.
• Resolve queries in an ethical, customer-focused manner.

Skills

Collections experience

Financial services

Arrears experience

Empathetic communication

Regulatory understanding

Job description

At Toyota Financial Services, we pride ourselves on offering the highest levels of service to our customers, always enhancing the customers end to end journey.

We are looking for individuals wth previous Outcomes / Collections / Arrears experience to join our Customer Outcomes team, where you will provide effective arrears support to our Customers.

Using your listening skills, you will communicate with customers always showing empathy and professionalism, adhering to regulatory standards (including Consumer Duty) at all times, maintaining the focus of delivering good customer outcomes.

The Role:

• Responsible for the efficient and timely execution of financial support, managing customer accounts, and resolving issues in line with Toyota Financial Services policies and procedures.
• Engage with customers to identify tailored solutions that ensure positive outcomes, including affordable repayment plans, whilst maintaining a high level of customer care and consideration of their financial circumstances.
• Maintain a strong understanding of Consumer Duty regulations, ensuring all collections processes comply with the relevant legal and regulatory requirements, especially around fair treatment of vulnerable customers.
• Ensure that all interactions align with Toyota Financial Services' commitment to delivering excellent customer outcomes, working to resolve queries and concerns in a manner that is both ethical and customer-focused.

Experience & Skills:

• Proven experience in a collections or financial services role.
• Previous experience with arrears, collections and vulnerable customers.
• Strong understanding of Consumer Duty regulations and their application in a financial services environment.
• Excellent communication and interpersonal skills, with the ability to engage empathetically with customers who are in financial difficulty.

Attributes & Behaviours:

• Self-motivated, able to work effectively under your own initiative.
• Flexible attitude towards duties.
• Keen attention to detail
• Team-orientated, able to work efficiently with other departments within the organisation.
• Strong time management and organisational skills.

At Toyota Financial Services (TFS) it is more than just an externally bench-marked salary and bonus, we also offer:

• Hybrid working pattern is 2 days in the office and 3 days from a location of your choice.
• Access to attractive car schemes for you (& your family) for Toyota & Lexus cars
• Excellent pension scheme (up to 6% employee contribution and 15% employer contribution).
• Generous annual leave of 25 days which increases with service and holiday purchase option
• Private Medical Healthcare (single, partner/spouse and dependent children) with Digital GP Service
• Group Income Protection cover with Aviva including physical, mental, and financial wellbeing services
• Employee Assistance Program
• Eye tests
• Onsite gym, Sports and Social Club, & flu jabs to keep you healthy
• Wellbeing hour each month and many more initiatives throughout the year to encourage a healthy mind and body, and to raise awareness and celebrate diversity, equity and inclusion.
• Dress for your day policy to make you feel comfortable at work
• Eco HQ, free parking & restaurant
• Two volunteering days per year
• Reward gateway voucher discounts
• Flexible working scheme and we welcome flexible working conversations at interview
• Regular 121s with your manager, a personal development review (PReview) each quarter
• A wide range of learning & development opportunities including Linked In Learning courses
• £250 contribution towards you learning something new outside of work
• Annual events (e.g., summer party, BBQ & Xmas party) including Countdown to Christmas events every December - it is so much fun!

Our Recruitment Process

At Toyota Financial Services (TFS) we value everyone and are pleased to be recognised as a Disability Confident Employer.

We are committed to supporting disabled applicants throughout the recruitment process. Should you meet the minimum criteria for this role and wish to apply under the DC scheme, you may be moved forward to the next stage. Please ensure to add this information into your application.

When it comes to recruitment, please do let us know if we can adjust our process to be 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 to support you to be your best self.