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- Tasks: Engage with customers to retain them as they finish their contracts and explore new options.
- Company: Join Toyota Financial Services, a leader in automotive finance with a commitment to customer satisfaction.
- Benefits: Enjoy hybrid working, generous leave, private healthcare, and exciting car schemes for you and your family.
- Why this job: Be part of a dynamic team focused on customer service and sales, with opportunities for personal growth.
- Qualifications: Previous telephony or sales experience, strong communication skills, and proficiency in Microsoft Office required.
- Other info: Flexible working options and a supportive environment for all applicants, including those with disabilities.
The predicted salary is between 28800 - 43200 £ per year.
Toyota Financial Services are looking for an individual to join the Customer Solutions team, where you will assist our customers coming to the end of their financial contracts, or those who are looking to finance another make/model of vehicle.
The emphasis is on good customer services and overall retentions.
This is a telephone based position, and ideally the successful individual will have previous telephony experience and someone who genuinely enjoys customer services and sales.
A bit about the ‘Department’: The Customer Solutions team sit within the Sales Department, aiming to speak to every customer and retain them within the brand.
You will need to be confident and enthusiastic in all areas of customer services with a sales focus and the self-motivation to work towards and hit / exceed targets.
The Role:
- Managing and retain the portfolio of existing customers that are leaving the brand, at both end of contract and in contract life when an opportunity presents itself.
- Proactively contacting existing customers who have requested a settlement figure through the ‘My Finance’ app and are leaving the brand.
- Contacting customers who are reaching the end of their existing agreement and exploring their available options.
- Providing customers with a tailored refinance quotation, checking the quotation is affordable and the best outcome for the customer.
- Liaise with third party dealerships to ensure customers’ expectations are met.
- Self-manage all Itterasshai Loyalty Plan customers (Non-Toyota & Lexus loans), ensuring the customer is given all relevant information and can evidence good customer outcomes were provided throughout the customer journey.
- Manage all referrals from internal staff members.
Key Experience:
- Telesales/sales or call centre experience with the enthusiasm to move into a sales focused role
- Strong written and verbal communication skills.
- Proficiencies in Microsoft Office, particularly Excel.
Attributes & Behaviours:
- Driven by goals and objectives.
- Able to work effectively in a fast-paced environment.
- Adaptable to new processes and strategies.
- Approachable and friendly when speaking to customers.
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.
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Customer Solutions Executive (retentions) employer: Toyota (GB) plc
Contact Detail:
Toyota (GB) plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Solutions Executive (retentions)
✨Tip Number 1
Familiarise yourself with Toyota Financial Services and their customer service ethos. Understanding their values and how they approach customer retention will help you align your responses during the interview.
✨Tip Number 2
Brush up on your telephony skills. Since this role is telephone-based, practice speaking clearly and confidently. You might even want to role-play common customer scenarios to enhance your communication skills.
✨Tip Number 3
Prepare examples of how you've successfully retained customers in previous roles. Highlighting your experience in sales and customer service will demonstrate your capability to excel in this position.
✨Tip Number 4
Show enthusiasm for the automotive industry. Being genuinely interested in cars and financing options can set you apart from other candidates and show that you're a good fit for the team.
We think you need these skills to ace Customer Solutions Executive (retentions)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and sales, particularly any telephony or call centre roles. Use specific examples to demonstrate your skills in managing customer relationships and achieving targets.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention your understanding of the importance of customer retention and how your previous experiences align with the responsibilities of the Customer Solutions Executive position.
Highlight Communication Skills: Since strong written and verbal communication skills are essential for this role, ensure you provide examples of how you've effectively communicated with customers in past positions. This could include resolving issues or providing tailored solutions.
Showcase Adaptability: In your application, emphasise your ability to adapt to new processes and strategies. Provide examples of how you've successfully navigated changes in previous roles, especially in fast-paced environments.
How to prepare for a job interview at Toyota (GB) plc
✨Showcase Your Customer Service Skills
Since the role focuses heavily on customer service, be prepared to share specific examples of how you've successfully handled customer interactions in the past. Highlight your ability to remain friendly and approachable, even in challenging situations.
✨Demonstrate Sales Enthusiasm
This position has a strong sales focus, so express your passion for sales during the interview. Discuss any previous experience in telesales or call centres, and how you’ve met or exceeded sales targets in those roles.
✨Familiarise Yourself with Toyota Financial Services
Research Toyota Financial Services and their offerings. Understanding their products and services will allow you to speak confidently about how you can contribute to retaining customers and providing tailored solutions.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and adaptability. Think of examples where you've had to adapt to new processes or strategies, and how you managed to achieve positive outcomes for customers.
