Customer Experience Manager

KINTO UK is seeking a Customer Experience Manager to help create a best-in-industry service for our customers through surveys, reporting and data. The role works with the General Manager for Customer Excellence to embed exceptional customer service across the business and to develop an industry-leading service using voice of the customer data, reporting and positive action in collaboration across KINTO UK and One Toyota entities.

What you’ll be doing:

• Leading and managing a team of Customer Experience Specialists, including reporting and managing CSI (Customer Satisfaction Index), complaints, benchmarking and contacting negative survey customers.
• Lead the “Voices” customer survey project, including the complete KINTO One customer journey.
• Regularly review customer survey questions for effectiveness.
• Define and clarify what constitutes a complaint across the business.
• Oversee complaint reporting, analysis and create plans for all aspects of complaint handling, categorisation, reporting and training.
• Monitor complaints reporting and analysis, driving reduction measures in collaboration with key stakeholders.
• Manage the CSI platform and reporting; help create action plans for business areas with accountability backed by the GM for Customer Excellence.
• Coordinate with KEU, TGB, and OLC as appropriate and report on customer service levels across teams, standardising processes linked to OLC actions.
• Manage supplier relationships including survey providers and the Institute of Customer Services.
• Support initiatives to boost volumes of customer reviews and organise Institute of Customer Service mid-term surveys.
• Oversee benchmarking of KINTO vs competitors and present results in various formats.
• Apply TPS methodology to implement and measure changes and visualise results on management boards.

Key Experience & Skills:

• Strong people management skills with the ability to support, motivate, encourage and develop team members.
• Excellent analytical skills and effective communication at all levels.
• Organised with strong prioritisation abilities.
• Experience leading a high-performing customer experience team.
• Ability to conduct investigations impartially and diplomatically.
• Experience handling and resolving escalated complaints.
• Minimum of 12 months experience managing a team.

Attributes & Behaviours:

• Ability to influence others.
• Creative problem-solver and process improver.
• Passionate about customer experience.
• Open, approachable and supportive; resilient under pressure.
• Strong attention to detail and an outward mindset.

Benefits:

• Hybrid working three days in the office (37.5 hours per week, hours between 8am - 6pm).
• Pension up to 15% contribution.
• Car scheme and annual bonus.
• 25 days holiday plus 8 bank holidays.
• Plus many more benefits – see Employee Benefits V5 for full details.

Company & Diversity:

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

Our Recruitment Process:

We are a Disability Confident Employer. We strive to make recruitment accessible and will adjust our process to meet accessibility needs, including providing interview questions in advance, choosing convenient interview times/locations, and allowing additional time for assessments as needed. Adjustments are considered on a case-by-case basis. On-the-job training will be provided, with ongoing support for learning in the new role.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Customer Service