Customer Relations Executive

Toyota Financial Services (UK) PLC; Epsom; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading financial services company is seeking a Customer Relations team member to support customers by addressing concerns related to products and services. The role involves exemplary complaint resolution, effective communication, and compliance with regulatory standards, offering a hybrid working pattern and attractive benefits.

Benefits

Hybrid working pattern: 2 days in the office, 3 days remote

Access to attractive car schemes for Toyota & Lexus vehicles

Excellent pension scheme (up to 6% employee, 15% employer contribution)

Generous annual leave of 25 days, increasing with service

Private Medical Healthcare with Digital GP Service

Employee Assistance Program

Onsite gym and social activities

Flexible working arrangements

Learning & development opportunities, including LinkedIn Learning

Annual social events and festive celebrations

Qualifications

• Experience working in complaints within a Financial Conduct Authority regulated environment is desirable.
• Experience or knowledge of working within the Motor Finance industry is desirable.

Responsibilities

• Providing exemplary complaint resolution and customer service.
• Maintaining compliance with regulatory requirements related to complaint handling.
• Keeping accurate records of all customer contact.

Skills

Strong verbal and written communication skills

Good decision-making and judgment skills

Customer-focused

Job description

We are looking for an individual to join our Customer Relations team, providing support to our Toyota Financial Services customers, addressing concerns relating to our products and services, working within regulatory timeframes.

Ideally, we are looking to attract individuals with previous Complaints / Relations experience from within either the motor or Financial Services industry.

A bit about the ‘Department’:

The Customer Relations team is responsible for dealing with complaints from customers, aiming to resolve their dissatisfaction within a designated time period. They maintain the Toyota Way of handling customer complaints in alliance with the regulations set by the Financial Conduct Authority, aiming to ensure good customer outcomes across the organisation.

What you'll be doing:

• Providing exemplary complaint resolution and customer service to ensure a fair and consistent approach is delivered to our customers
• Being an effective communicator and ensuring all complaints are acknowledged in a timely manner, with customers kept informed throughout the process
• Working closely with operational teams to ensure effective communication with customers through to complaint resolution
• Understanding and researching all aspects of customer communication, highlighting important points using a fair and reasonable attitude
• Maintaining compliance with regulatory requirements related to complaint handling, standards of service, and customer expectations
• Keeping accurate records of all customer contact by making notes on our CMS system and updating the complaints log

Requirements

Key Experience & Skills:

• Strong verbal and written communication skills
• Experience working in complaints within a Financial Conduct Authority regulated environment (desirable)
• Good decision-making and judgment skills
• Experience or knowledge of working within the Motor Finance industry (desirable)

Attributes & Behaviours:

• Proactive and task-focused, able to work efficiently on your own initiative
• Team-oriented, promoting an inclusive and collaborative environment
• Strong time management and organisational skills
• Customer-focused, willing to empathize with customers

Benefits

At Toyota Financial Services, benefits include:

• Hybrid working pattern: 2 days in the office, 3 days remote
• Access to attractive car schemes for Toyota & Lexus vehicles
• Excellent pension scheme (up to 6% employee, 15% employer contribution)
• Generous annual leave of 25 days, increasing with service, with holiday purchase options
• Private Medical Healthcare with Digital GP Service
• Group Income Protection with wellbeing services
• Employee Assistance Program
• Onsite gym, social activities, flu jabs, and wellbeing initiatives
• Dress for your day policy
• Eco HQ, free parking, and restaurant
• Two volunteering days per year
• Discounts via Reward Gateway
• Flexible working arrangements
• Regular one-to-one meetings and personal development reviews
• Learning & development opportunities, including LinkedIn Learning
• £250 contribution towards learning outside of work
• Annual social events and festive celebrations

Our Recruitment Process

We value diversity and are a Disability Confident Employer. We support disabled applicants throughout the process, and adjustments can be made to meet accessibility needs, such as providing interview questions in advance or accommodating scheduling preferences.