Customer Relations Specialist

Complaints Handler

This role that you are applying for, will be working for KINTO-UK Ltd which is a Mobility Brand owned by the Toyota Group, offices located in Portsmouth. KINTO-UK share their HR function with Toyota Financial Services (TFS) in the UK, however the job being advertised will not be working directly for Toyota Financial Services

The role will primarily be handling KINTO One complaints to ensure good customer outcomes. You will be responsible for investigating, evidencing and resolving complaints accurately within the rules and guidelines of the FCA and the FOS in order to manage customers’ expectations and concerns.

The role will not only be responsible for resolving complaints but to feedback to the business where improvements to process and procedures can be made to fix the root cause and to develop countermeasures along with the Manager and department responsible. It will also support the Team Manager with reporting to Senior Management, to identify areas of complaints and to highlight the actions taken by the relevant department to avoid recurrence.

The Role:

• Reviewing and recording new complaints
• Investigating and resolving complaints
• Drafting/Sending final response letters
• Diligent four eyes check of regulated complaints final response letters
• Building and sharing knowledge and understanding of handling regulated complaints
• Preparing case files for referral to Legal & Compliance, TGB or Senior Management
• Creation of FOS case files and FOS communication
• Create, develop and role out standard operating procedures to support excellent customer outcomes
• Breach reporting
• Root cause analysis
• Adhering to regulatory timescales
• KPI/SLA achievement

Experience & Skills Required:

• Resilient and resourceful with good organisational skills and the ability to communicate effectively at all levels.
• Strong customer focus, first time resolution
• Ability to effectively manage own caseload
• Effective complaint handling experience
• Effective business communication – both written and verbal
• Business letter writing
• Experience of working within a regulated financial services sector
• Problem solving, solutions focused
• Self-motivated with enthusiasm to succeed
• Excellent call and email quality
• Attention to detail
• Experience in handling vulnerable customers

Benefits:

• Competitive starting salary
• Bonus earning potential
• 25 days holiday + 8 days bank holiday
• Great pension scheme starting at employee (EE) contribution of 4% with an employer (ER) contribution of 11%. This can flex up to 6% EE contribution and 15% ER contribution
• Company Car Scheme following passing of probation
• Private Medical Cover
• Life assurance scheme
• Discounts on different retailers
• Wellbeing hour each month
• Discounts on Toyota & Lexus cars
• Volunteer Days
• Wellbeing events
• Employee assistance programmes
• Free fruit in the office
• Free onsite car parking
• Working Hours 37.5 per week Monday - Friday
• Hybrid working policy 2 days from home each week should you want to

KINTO UK is an equal opportunities employer. We welcome applications from anyone who is excited by the opportunity of joining us and will thoroughly consider all applications without attention to ethnicity, religion, sexual orientation, gender, identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

Our Recruitment Process:
At KINTO 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.

For this role we 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.

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.

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.