Service Delivery Manager, Customer Services (Perm)
Service Delivery Manager, Customer Services (Perm)
Grade 3 - 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.
Regular travel to Birmingham is also required.
The role in a nutshell: Managing the relationships and services provided by all third-party suppliers and out-source partners that we work with, as part of the Customer Services leadership team.
A bit about ‘Department’: ‘Customer Services’ is an integral department within TFSUK, providing support and assistance to our customers throughout their relationship with us. The department has 3 distinct operations: Customer Experience (in-life customer support), Customer Outcomes (arrears management activity) and Customer Relations (complaint resolution).The team supports our customers through a range of communication channels, placing significant focus on ensuring that we deliver good outcomes throughout their experience with our brands.
Requirements- Day to day management and oversight of services provided by suppliers, engaging relevant internal and external stakeholders.
- Utilise relevant Management Information (MI) and reporting to allow for sufficient oversight of third parties in relation to quality and operational performance levels.
- Building strong, effective, close relationships with service providers, encouraging a good customer outcome ethos.
- Input into reviewing, maintaining, and negotiating of contracts and commercial agreements, working closely with internal procurement and legal teams.
- Identifying trends, understanding findings, and sharing feedback on existing contract performance to get the best out of the third parties.
- Work within a vendor management framework, creating and maintaining strong governance and controls, including invoice management.
How you could stretch this role:
- Ensure that the business activities within your area of responsibility comply with relevant external regulatory and voluntary codes, and with internal policies and procedures.
- Identify and evaluate risks, issues, dependencies, and constraints associated with your work, escalating where appropriate.
- Involvement in ad-hoc projects across the Customer Services function.
Experience you'll gain:
- Working within a dynamic and fast-paced environment that encourages personal development and fosters growth.
- Collaboration with different teams across the TFSUK business, gaining knowledge about a variety of sectors.
- In-depth understanding and experience of policies, processes and frameworks relating to effective vendor management and governance.
- Supportive work relationship with line managers and fellow team members.
What you'll get to own:
- Managing key supplier and outsourcer relationships, ensuring business objectives and supplier objectives remain aligned and within rules of business conduct.
- This will include governing the relationship for maximum value by ensuring regular engagement and holding review meetings.
Key experience and skills:
- Deep understanding of the Procurement and Supplier Management Policy and Framework.
- Minimum of 2 years experience of managing supplier performance in a large, regulated and controlled environment.
- Experience of balancing priorities in a fast paced, consistently changing environment to meet tight deadlines.
- Knowledge of FCA regulations relating to outsourcing and supplier activity.
- Awareness of Risk, Conduct and Compliance management.
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 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.