Customer Service Advisor

Toyota Financial Services (UK) PLC; Portsmouth; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading financial services company in Portsmouth seeks customer-focused individuals for a Driver Support role. You will manage customer queries via phone and email while advocating for customer satisfaction. The ideal candidate will possess strong professional communication skills and a passion for supporting customers. This position offers a hybrid working model with competitive benefits, including a pension scheme, private medical cover, and more.

Benefits

Hybrid working model

25 days holiday + 8 bank holidays

Private Medical Cover

Excellent pension - up to 15% employer contribution

Bonus earning potential

Qualifications

• High level of professional communication and relationship building skills.
• Ability to multi-task, prioritise, and organise your workload.
• Enthusiasm for doing what is right for the customer.

Responsibilities

• Manage customer queries via phone and email.
• Handle complaints and provide solutions.
• Update and maintain customer information in the CRM system.

Skills

Professional communication skills

Relationship building

Multi-tasking

Customer complaint resolution

Data entry accuracy

Tools

Microsoft Excel

Microsoft Outlook

Job description

We are looking for customer focused individuals to join our Driver Support teams. As the first point of contact for our customers, the Driver Support role has a variety of duties which include managing complaints, handling reports and most importantly assisting our customers with their queries and questions. Mainly handled by inbound calls and emails (with web chat planned for the future), the aim is to achieve customer excellence.

We are looking for individuals who genuinely enjoy customer services and who have a real passion for helping our customers.

To succeed in the role you will need to be patient, empathetic, and passionate about communication. Putting yourself in our customers shoes you will advocate for them when necessary.

You must be naturally curious and confident, and enjoy troubleshooting and investigating to answer customer questions or to resolve complaints. You will be working as part of a team, and will need to build good relationships with other departments and customers.

Key Responsibilities

• Working with multiple customers across the entire driver journey
• Handling queries into the helpdesk via phone, email, or web chat in the future
• Aim to resolve queries first time
• Build sustainable and trusted relationships through open and interactive communication
• Handle complaints, providing solutions and alternatives within agreed time limits to enable the best resolution
• Become an advocate of our products and services
• Review customer reporting, identifying and correcting errors or exceptions
• Update and maintain customer information within our CRM system
• Complete basic administration tasks, such as logging and posting fuel cards
• Identification and implementation of business and process improvements
• Go the extra mile to engage customers and fleet contacts

Requirements

Essential Skills

• An extremely high level of professional communication and relationship building skills
• Excellent commitment and engagement with the business
• Ability to multi-task, prioritise, and organise your workload
• Enthusiasm for doing what is right for the customer
• Advanced customer complain resolution skills
• Track record of over-achieving call quality and customer satisfaction
• Accurate data entry
• Experience using Microsoft Excel and Outlook

Desirable Skills

• Experience within a Contract Hire or Fleet Management business, or the motor trade
• Ability to learn and master in house systems quickly
• Familiarity with CRM systems and practices

Key Attributes

• Like talking to customers on the phone
• Have a can-do attitude which never flags
• Don’t give up easily and take pride in getting things right first time
• Enjoy achieving SLA and targets
• Can resolve tricky issues and keep smilingLearn from feedback quickly and positively
• Deliver on the promises you make
• Great attention to detail

The role that you are applying for will be working for KINTO-UK Ltd which is a Mobility Brand owned by the Toyota Group, offices located in Portsmouth. KINTO-UK share their HR function with Toyota Financial Services (TFS) in the UK, however the job being advertised will not be working directly for Toyota Financial Services.

Benefits

• Working 37.5 hours per week (no weekends)
• Onsite parking
• Hybrid working of three days in the office (after successful probation period)
• Bonus earning potential
• 25 days holiday + 8 days bank holiday
• Excellent pension - up to 15% employer contribution
• Car Scheme following passing of probation
• Private Medical Cover
• Life Assurance Scheme
• Discounts on retailers
• Wellbeing hour each month and events
• Volunteer Days
• Employee assistance programmes

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.

• 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