Customer Solutions Manager

TN United Kingdom; Epsom; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dynamic leader to join their Customer Solutions team. This role involves managing a team to ensure excellent customer outcomes while optimizing performance and achieving key metrics. You will develop strategies for customer engagement and lead initiatives to enhance the customer experience. With a focus on continuous improvement, this position offers a unique opportunity to drive impactful changes within a supportive environment. Join a company that values your contributions and offers a range of benefits designed to support your well-being and professional growth.

Benefits

Hybrid working pattern

Access to attractive car schemes

Excellent pension scheme

Generous annual leave

Private Medical Healthcare

Group Income Protection cover

Employee Assistance Program

Onsite gym

Flexible working scheme

Learning & development opportunities

Qualifications

• Previous management and leadership experience required.
• At least 6 months experience in a Customer Solutions role.

Responsibilities

• Manage day-to-day activities of the Customer Solutions team.
• Conduct performance reviews and monitor objectives.

Skills

Management Experience

Customer Solutions Experience

Sales Management

Communication Skills

Job description

Social network you want to login/join with:

Toyota Financial Services, KINTO and KINTO JOIN

Location:

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

91ab2e3c3712

Job Views:

3

Posted:

10.05.2025

Expiry Date:

24.06.2025

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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 sit within the Sales Department, aiming to speak to every customer and retain them within the brand. These will be customers who are looking to finance another make and model of vehicle, for which we are able to offer them a loyalty loan within TFS, or customers who have entered into the last 4 months of the finance agreement and wish to keep their current vehicle and refinance the lump sum.

What you’ll be doing:

• Managing the Customer Solutions teams, ensuring reports are meeting key performance indicators and working effectively towards the delivery of good customer outcomes.
• Conduct performance reviews for your direct reports, monitoring their objectives and professional development.
• Grow the portfolio of a Non-Toyota Loans at both end of contract and as opportunities present themselves.
• Develop and implement the end of customer contact strategy, challenging current processes and conducting champion/challenger strategies in determining the optimal range of customer engagement tools and methods.
• Develop and implement regular reporting to manage end of contract customer options and outcomes.
• Develop and implement strategies for the promotion of Non-Toyota Loans and Friends and Family finance opportunities through TFSUK and associated companies within the group, together with exploiting supplier relationships in associated company and affinity type schemes.
• Take full responsibility for team activities in respect of Financial Conduct Authority requirements and appropriate customer outcomes.

How you could stretch this role:

• Explore ways to push customer contact back into the Toyota/Lexus network at the end of an Itterasshai Loyalty Plan (Non Toyota & Lexus loan) agreement, perhaps with targeted marketing for a corresponding vehicle in the segment of purchased vehicle.
• Propose ways to develop Customer Solutions procedures and processes, encouraging a work environment of continuous improvement.
• Collaborate with internal and external parties to understand customer behaviour across a variety of segments e.g. age, vehicle, term, occupation etc.
• Involvement in ad hoc projects.

Requirements

Key Experience & Skills:

• Previous management and leadership experience.
• At least 6 months experience in a Customer Solutions role.
• Good understanding of the end of contract and Itterasshai Loyalty Plan process.
• Sales and/or sales management experience.
• Strong written and verbal communication skills.

Attributes & Behaviours:

• Self-motivated and proactive worker.
• Good time management and organisational skills.
• Strong leader, able to effectively coach and mentor a team of reports to optimise their performance.
• Customer first attitude.

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
• 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. Please ensure to add this information into your application.

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 to support you to be your best self.