Customer Outcomes Executive

Toyota Financial Services (UK) PLC; Epsom; Hybrid; GBP 26,000 - 37,000; Full time

Benefits offered by this job

Hybrid working

Car schemes

Pension

Annual leave 25 days

Private Medical

Income Protection

Employee Assistance

Eye tests

Onsite gym

Wellbeing initiatives

Job summary

Toyota Financial Services (UK) PLC is seeking a Customer Outcomes specialist with arrears experience to join our Customer Outcomes team. You will provide effective arrears support to customers, communicating with empathy while following regulatory standards.

You will identify tailored repayment solutions, maintain Consumer Duty compliance, and help deliver positive customer outcomes through ethical, customer-focused interactions. Strong communication and collaboration are essential.

Qualifications

• Proven experience in a collections or financial services role.
• Experience dealing with arrears and vulnerable customers.
• Strong understanding of Consumer Duty and regulatory requirements.

Responsibilities

• Execute efficient, timely financial support and account resolution per TFS policies.
• Engage with customers to identify tailored repayment solutions.
• Ensure interactions comply with Consumer Duty and deliver positive outcomes.

Skills

Collections experience

Arrears handling

Vulnerable customers

Regulatory knowledge

Communication skills

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

Requirements

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

Benefits

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.

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.