Customer Service Advisor

Toyota Financial Services, KINTO and KINTO JOIN; Portsmouth; On-site; GBP 40,000 - 60,000; Full time

Job summary

A mobility brand owned by the Toyota Group in Portsmouth is seeking customer-focused individuals for their Driver Support team. This role involves handling customer queries, managing complaints, and providing excellent service through effective communication. The ideal candidate should possess strong relationship building skills and the ability to multi-task. This position offers a hybrid working model, competitive benefits including a bonus, and opportunities for professional growth.

Benefits

Hybrid working model

25 days holiday + 8 days bank holiday

Excellent pension - up to 15% employer contribution

Private Medical Cover

Life Assurance Scheme

Discounts on retailers

Wellbeing hour each month

Volunteer Days

Qualifications

• High level of professional communication skills.
• Ability to multi-task and organise your workload.
• Experience in customer complaint resolution.

Responsibilities

• Handle queries via phone, email, or web chat.
• Resolve customer complaints within agreed time limits.
• Maintain customer information in CRM systems.

Skills

Professional communication

Customer service

Complaint resolution

Data entry

Multi-tasking

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

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 takes pride in getting things right first time
• Enjoy achieving SLA and targets
• Can resolve tricky issues and keep smiling
• Learn 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.

• 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 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, 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.