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For Companies At a Glance
- Tasks: Join our team to support customers in financial difficulty with empathy and professionalism.
- Company: Toyota Financial Services is dedicated to enhancing customer journeys and delivering excellent service.
- Benefits: Enjoy hybrid working, generous leave, private healthcare, and a vibrant workplace culture.
- Why this job: Make a real impact by helping customers while developing your skills in a supportive environment.
- Qualifications: Experience in customer service or financial roles, with strong communication and empathy skills required.
- Other info: We offer flexible working options and are committed to inclusivity in our recruitment process.
The predicted salary is between 28800 - 43200 £ per year.
Overview
At Toyota Financial Services, we pride ourselves on offering the highest levels of service to our customers, always enhancing the customers end to end journey. We are looking for individuals to join our Customer Outcomes (arrears) team, where you will provide effective arrears support to our Customers. Using your listening skills, you will communicate with customers always showing empathy and professionalism, adhering to regulatory standards (including Consumer Duty) at all times, maintaining the focus of delivering good customer outcomes.
The Role
- Responsible for the efficient and timely execution of financial support, managing customer accounts, and resolving issues in line with Toyota Financial Services policies and procedures.
- Engage with customers to identify tailored solutions that ensure positive outcomes, including affordable repayment plans, whilst maintaining a high level of customer care and consideration of their financial circumstances.
- Maintain a strong understanding of Consumer Duty regulations, ensuring all collections processes comply with the relevant legal and regulatory requirements, especially around fair treatment of vulnerable customers.
- Ensure that all interactions align with Toyota Financial Services\’ commitment to delivering excellent customer outcomes, working to resolve queries and concerns in a manner that is both ethical and customer-focused.
Requirements
Experience & Skills
- Proven experience in a customer service, collections or financial services role.
- Strong understanding of Consumer Duty regulations and their application in a financial services environment.
- Excellent communication and interpersonal skills, with the ability to engage empathetically with customers who are in financial difficulty.
Attributes & Behaviours
- Self-motivated, able to work effectively under your own initiative.
- Flexible attitude towards duties.
- Keen attention to detail
- Team-orientated, able to work efficiently with other departments within the organisation.
- Strong time management and organisational skills.
Benefits
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 Outcomes Executive employer: Toyota Financial Services, KINTO and KINTO JOIN
Contact Detail:
Toyota Financial Services, KINTO and KINTO JOIN Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Outcomes Executive
✨Tip Number 1
Familiarise yourself with Consumer Duty regulations and how they apply to financial services. This knowledge will not only help you in the role but also demonstrate your commitment to ethical customer service during interviews.
✨Tip Number 2
Practice your active listening skills. Being able to show empathy and understanding towards customers in financial difficulty is crucial, so consider role-playing scenarios with friends or family to enhance this skill.
✨Tip Number 3
Research Toyota Financial Services' values and customer care philosophy. Understanding their approach will allow you to align your responses and examples during interviews, showcasing that you're a great fit for their team.
✨Tip Number 4
Network with current or former employees of Toyota Financial Services on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
We think you need these skills to ace Customer Outcomes Executive
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Outcomes Executive position at Toyota Financial Services. Understand the key responsibilities and required skills, especially around customer service and Consumer Duty regulations.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service, collections, or financial services. Emphasise your understanding of Consumer Duty regulations and any specific achievements that demonstrate your ability to engage empathetically with customers.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your commitment to delivering positive outcomes. Use specific examples from your past experiences to illustrate how you meet the requirements of the role and align with Toyota Financial Services' values.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for the Customer Outcomes Executive role.
How to prepare for a job interview at Toyota Financial Services, KINTO and KINTO JOIN
✨Show Empathy and Understanding
As a Customer Outcomes Executive, you'll be dealing with customers in financial difficulty. Make sure to demonstrate your ability to listen actively and respond with empathy during the interview. Share examples from your past experiences where you successfully supported customers through challenging situations.
✨Know Your Consumer Duty Regulations
Familiarise yourself with Consumer Duty regulations and how they apply to financial services. Be prepared to discuss how you would ensure compliance while maintaining a focus on delivering positive customer outcomes. This knowledge will show that you are serious about ethical practices in collections.
✨Highlight Your Communication Skills
Excellent communication is key in this role. During the interview, emphasise your interpersonal skills and provide examples of how you've effectively communicated with customers in previous roles. This will help demonstrate your ability to engage with customers and resolve their issues professionally.
✨Demonstrate Teamwork and Flexibility
The role requires collaboration with other departments, so be ready to discuss your experience working in teams. Highlight instances where you adapted to changing circumstances or took the initiative to support your colleagues, showcasing your flexibility and team-oriented mindset.
