Customer Solutions Team Leader in Epsom

The role in a nutshell: Support the Customer Solutions Manager in the day-to-day running of the team, ensuring phone queues are managed and achieving the required number of outbound calls, whilst also optimising team performance to ensure good customer outcomes.

A bit about the Department: The Customer Solutions team sit within the Sales & Marketing Department, aiming to speak to every customer and retain them within the brand. These will be customers entering the final 4 months of their PCP agreement, where we will offer them the option to refinance their Guaranteed Future Value. Customer Solutions are also responsible for organising the Staff, Friends & Family financing offer, which is available for both TFS and the wider OneToyota entity.

Day to Day Tasks:

• Carrying out individual reviews with the Customer Solutions Executives on a monthly basis, identifying any improvements to processes and seeking training and development opportunities within the department.
• Supporting the Customer Solutions team with day-to-day queries, handling escalated calls and complaints from customers.
• Working closely with the Customer Solutions Manager to implement new processes, including the end of contract outbound strategy, with a customer first approach.
• Carry out thorough third-party dealership checks to ensure a low risk to the wider business.
• Responsible for the team’s monthly performance across both quality and quantity, with good customer outcomes being at the heart of processes.
• Conduct training and monitoring sessions with the Customer Solutions Team, ensuring that new processes are in practice and the script and training is being utilised.
• Conduct quarterly performance review meetings with Customer Solutions Executives, setting targets for each individual and exploring their future career opportunities.
• Manage and monitor the Staff, Friends & Family finance product offering to maintain a high standard and compliance.

Key Experience & Skills:

• Essential: Experienced with Excel, Word & Power Point; Strong written and verbal communication skills; A motivator, focused on supporting your team and helping them to achieve their results and goals; Sales and/or sales management experience.
• Desirable: Understanding of the PCP end of contract options; Knowledge of the finance products on offer to customers; Awareness of the Toyota/Lexus vehicle lineup; Knowledge & understanding of FCA and being a regulated company.

At Toyota Financial Services (TFS) it is more than just an externally benchmarked 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.
• 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.

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 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.