Customer Relations Executive

We are looking for an individual to join our Customer Relations team, providing support to our Toyota Financial Services customers, addressing concerns relating to our products and services, working within regulatory timeframes.

Ideally, we are looking to attract individuals with previous Complaints / Relations experience from within either the motor or Financial Services industry.

A bit about the ‘Department’: The Customer Relations team is responsible for dealing with complaints from customers, aiming to resolve their dissatisfaction within a designated time period. They maintain the Toyota Way of handling customer complaints in alliance with the regulations set by the Financial Conduct Authority, aiming to ensure good customer outcomes across the organisations.

What you’ll be doing:

• Providing exemplary complaint resolution and customer service to ensure a fair and consistent approach is delivered to our customers.
• To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint process.
• Work closely with operational teams to ensure effective communication is upheld with our customers through to resolution of their complaint.
• Understanding and researching all aspects of customer communication, identifying important points to highlight using a fair and reasonable attitude.
• Maintain compliance with regulatory requirements relating to complaint handling, guaranteed standards of service, and customer expectations.
• Keep accurate records of all customer contact by making full notes on our CMS system and adding complaints onto the complaints log.

Key Experience & Skills:

• Strong verbal and written communication skills.
• Previous experience working in complaints in an environment governed by the Financial Conduct Authority would be desirable.
• Good decision making and judgement skills.      
• Experience/knowledge of working within the Motor Finance industry would be desirable.

Attributes & Behaviours

• Proactive and task focused, able to work efficiently under your own initiative.
• Team-orientated, promoting an inclusive and collaborative working environment.
• Strong time management and organisational skills.
• Consuming Duty focused, willing to put yourself in the customer’s shoes.

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.

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.