Customer Solutions Manager

KINTO UK Limited; Epsom; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading company in the automotive finance sector seeks a Customer Solutions Team Leader to manage day-to-day activities, ensure customer satisfaction, and drive team performance. This role offers a hybrid working pattern and a range of benefits, including excellent pension and private healthcare. Ideal candidates will have management experience and strong communication skills.

Benefits

Hybrid working pattern

Car schemes for Toyota & Lexus cars

Excellent pension scheme

Generous annual leave

Private healthcare

Onsite gym

Flexible working

Qualifications

• At least 6 months in a Customer Solutions role.
• Understanding of end-of-contract and Loyalty Plan processes.

Responsibilities

• Managing the Customer Solutions team, ensuring reports meet KPIs.
• Conducting performance reviews for direct reports.
• Developing and implementing end-of-customer contact strategies.

Skills

Management

Leadership

Communication

Job description

We are looking for an individual to join our Customer Solutions team, working in an initial twelve-month contract, where you will lead and motivate a team to ensure good customer outcomes.

The role in a nutshell:

Managing the day-to-day activities of the Customer Solutions team, ensuring phone queues are managed and achieving the required number of outbound calls, whilst also optimising team performance.

A bit about the ‘Department’:

The Customer Solutions team sits within the Sales Department, aiming to speak to every customer and retain them within the brand. These customers are looking to finance another vehicle or wish to keep their current vehicle and refinance the lump sum within the last 4 months of their finance agreement.

What you’ll be doing:

1. Managing the Customer Solutions team, ensuring reports meet KPIs and effective delivery of good customer outcomes.
2. Conducting performance reviews for direct reports, monitoring objectives and professional development.
3. Growing the portfolio of Non-Toyota Loans at both end of contract and as opportunities arise.
4. Developing and implementing end-of-customer contact strategies, challenging current processes, and using customer engagement tools.
5. Developing and implementing reporting to manage end-of-contract customer options and outcomes.
6. Promoting Non-Toyota Loans and Friends and Family finance opportunities through TFSUK and partners, exploiting supplier relationships.
7. Ensuring team activities comply with FCA requirements and deliver appropriate customer outcomes.

How you could stretch this role:

1. Explore ways to re-engage customers with Toyota/Lexus networks at the end of Loyalty Plans.
2. Propose improvements to Customer Solutions procedures and processes.
3. Collaborate to understand customer behaviour across segments.
4. Participate in ad hoc projects.

Key Experience & Skills:

1. Management and leadership experience.
2. At least 6 months in a Customer Solutions role.
3. Understanding of end-of-contract and Loyalty Plan processes.
4. Sales or sales management experience.
5. Strong communication skills.

Attributes & Behaviours:

1. Self-motivated and proactive.
2. Good time management and organisational skills.
3. Effective leadership, coaching, and mentoring abilities.
4. Customer-first attitude.

Benefits include:

• Hybrid working pattern: 2 days in office, 3 days remote.
• Car schemes for Toyota & Lexus cars.
• Excellent pension scheme.
• Generous annual leave and holiday purchase options.
• Private healthcare and wellbeing services.
• Employee assistance, eye tests, onsite gym, social activities.
• Wellbeing initiatives, dress code, parking, volunteering days, discounts.
• Flexible working, regular reviews, learning opportunities, and more.

Our Recruitment Process

We value everyone and are a Disability Confident Employer. We support disabled applicants through the process and are happy to make adjustments to assist you. Please inform us if you require accommodations such as interview question access, preferred timing, or additional assessment time.