Hybrid Customer Outcomes Specialist - Collections

Toyota; Epsom; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Hybrid working pattern

Pension scheme

Private Medical Healthcare

Annual leave 25 days + holiday buy

Employee Assistance Program

Onsite gym and wellness

Flexible working conversations

Job summary

Toyota Financial Services is seeking a Customer Outcomes professional in the UK to support arrears and collections while upholding Consumer Duty standards. You will analyse customer situations, propose tailored repayment solutions, and ensure ethical, compliant interactions across all channels.

The role emphasizes empathy, regulatory compliance, and delivering positive customer outcomes, with a hybrid working pattern and a strong emphasis on service excellence.

Qualifications

• Proven experience in collections or financial services.
• Experience with arrears, collections and vulnerable customers.
• Strong understanding of Consumer Duty regulations.
• Excellent communication and interpersonal skills for empathetic engagement.

Responsibilities

• Responsible for the efficient and timely execution of financial support, managing customer accounts, and resolving issues in line with Toyota Financial Services policies and procedures.
• Engage with customers to identify tailored solutions that ensure positive outcomes, including affordable repayment plans, whilst maintaining a high level of customer care and consideration of their financial circumstances.
• Maintain a strong understanding of Consumer Duty regulations, ensuring all collections processes comply with the relevant legal and regulatory requirements, especially around fair treatment of vulnerable customers.
• Ensure that all interactions align with Toyota Financial Services' commitment to delivering excellent customer outcomes, working to resolve queries and concerns in a manner that is both ethical and customer-focused.

Skills

Collections experience

Arrears handling

Consumer Duty knowledge

Empathetic communication

Job description

Toyota Financial Services is seeking a Customer Outcomes professional in the UK to support arrears and collections while upholding Consumer Duty standards. You will analyse customer situations, propose tailored repayment solutions, and ensure ethical, compliant interactions across all channels.

The role emphasizes empathy, regulatory compliance, and delivering positive customer outcomes, with a hybrid working pattern and a strong emphasis on service excellence.