Customer Care Hub Manager (Perm)
Customer Care Hub Manager (Perm)
G3 - Delivers medium-term objectives and determines short-term priorities in a professional or senior operational/technical capacity. May manage a small to medium size operational or technical team
Hybrid Working - 37.5 hours per week
The role in a nutshell: Operational management of the ‘Customer Care Hub’, a contact centre within Toyota Financial Services UK, overseeing the effective delivery of customer complaint handling and resolution, and provision of support for customers who may be experiencing financial difficulties.
A bit about the Customer Care Hub: The Customer Care Hub is responsible for supporting our customers throughout their relationship with us. This includes handling complaints from customers - aiming to resolve their dissatisfaction in a timely and considered manner - and supporting customers during periods of financial difficulty, by helping to prevent or manage when they fall behind their scheduled payments, by providing tailored support.The Customer Care Hub supports customers across our four brands; Toyota Financial Services, Lexus Financial Services, Redline Finance and Mazda Financial Services, and prioritises the achievement of good customer outcomes across the customer journey, in line with our cultural values and the expectation of regulations set by the Financial Conduct Authority.
Requirements- Leading and motivating the Customer Care Hub to optimise performance and encourage professional and personal growth.
- Fostering a positive work environment that encourages teamwork, collaboration, and continuous improvement.
- Overseeing the complaints handling process, ensuring issues are dealt with promptly and efficiently in compliance with relevant regulations and internal policies.
- Supporting the effective management of customers in financial difficulty by championing a customer-centric approach and ensuring high quality levels are maintained across the team.
- Establishing, monitoring and reviewing key performance indicators and service levels for the Customer Care Hub team.
- Conducting regular meetings with team members to discuss progress, share updates and plan future actions.
- Liaising with key internal teams, such as Quality Assurance and Compliance, to respond and adapt to changes in regulatory requirements
How you could stretch this role:
- Identify opportunities for policy and process enhancements to improve service and quality levels, encouraging an environment of continuous improvement.
- Collaboration with other departments to ensure cohesive and efficient operations throughout the customer journey (for example, developing digital communication channels).
- Lead and manage projects aimed at improving efficiency, effectiveness, customer satisfaction and retention.
Experience you'll gain:
- Leading a dynamic team that plays a pivotal role in the significant function of delivering good customer outcomes.
- Working within a dynamic and fast-paced environment that encourages personal development and fosters growth.
- Confidence in making critical decisions and liasing with key stakeholders across the company.
- Supportive working relationships with senior management and fellow team members.
What you'll get to own:
- Acting as the single point of contact for the Customer Care Hub for all key stakeholders across the ‘One Toyota’ entities (UK Toyota group colleagues).
- Leadership of both the complaint handling and the customer collection process.
- Management of team performance, quality, trends identified through root cause analysis and areas of improvement across both services.
Key experience and skills:
- Strong team management skills with a keen ability to coach, mentor and develop staff under a fast-paced regulated work environment.
- In-depth understanding of Consumer Duty and complaint handling regulations.
- Excellent verbal and written communication skills.
- Competencies in project management and cross company collaboration.
Attritbutes and behaviours:
- Proactive and self-motivated, able to work productively under your own initiative.
- Ability to develop and maintain strong relationships with team members, promoting an inclusive and positive working environment.
- Strong organisation and time management skills.
- Resilience and flexibility in pressurising work situations.
- Fostering a culture that enables team members to strive and grow.
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.
Benefits
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
- Reward gateway voucher discounts
- 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, which is a national standard that ensures our processes are accessible to all.
We may use workable one-way video interviewing as part of our recruitment process. We’ll provide you with some more information around this as you progress through the stages.
For this role (G3) we will follow a 1st and 2nd round interview process with a member of HR and the hiring Manager/s. The interview will be via Teams and/or Face to Face, so that we ensure you have the best experience. The 2nd stage may involve a role play and/or presentation.
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.