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- Tasks: Support customers in financial difficulty with empathy and professionalism.
- Company: Join Toyota Financial Services, a leader in customer care and support.
- Benefits: Hybrid working, generous leave, private healthcare, and learning opportunities.
- Why this job: Make a real difference in customers' lives while developing your career.
- Qualifications: Experience in customer service or financial roles, strong communication skills.
- Other info: Enjoy a vibrant workplace culture with regular events and a focus on wellbeing.
The predicted salary is between 36000 - 60000 £ per year.
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 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. A wide range of learning development opportunities including LinkedIn 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 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.
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
Get to know the company! Before your interview, do a bit of research on Toyota Financial Services. Understand their values and how they approach customer service. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your listening skills! Since the role involves communicating with customers in financial difficulty, it’s crucial to demonstrate empathy. Try role-playing with a friend or family member to get comfortable with responding to different customer scenarios.
✨Tip Number 3
Be ready to discuss Consumer Duty regulations! Brush up on these regulations and think about how they apply to customer interactions. Being able to articulate your understanding will show that you’re prepared and knowledgeable about the industry.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates and shows your enthusiasm for the role.
We think you need these skills to ace Customer Outcomes Executive
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your experience in customer service, especially in financial services. We want to see how you've effectively communicated with customers and resolved their issues, so share specific examples that demonstrate your empathy and professionalism.
Know Your Consumer Duty: Familiarise yourself with Consumer Duty regulations and be ready to discuss how they apply to your work. We value candidates who understand the importance of fair treatment, especially for vulnerable customers, so don’t shy away from showcasing your knowledge in this area.
Tailor Your Application: Take the time to tailor your application to the role. Use the job description as a guide and make sure to align your skills and experiences with what we’re looking for. This shows us that you’re genuinely interested in the position and understand what it entails.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it’s super easy to do!
How to prepare for a job interview at Toyota Financial Services, KINTO and KINTO JOIN
✨Know Your Stuff on Consumer Duty
Make sure you brush up on your understanding of Consumer Duty regulations. This role is all about ensuring fair treatment for customers, especially those in vulnerable situations. Being able to discuss these regulations confidently will show that you're serious about delivering excellent customer outcomes.
✨Show Empathy in Your Responses
During the interview, practice demonstrating empathy in your answers. Use examples from your past experiences where you've successfully engaged with customers in financial difficulty. This will highlight your ability to connect with customers and provide tailored solutions.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess how you would handle specific customer situations. Think about potential challenges you might face in the role and prepare your responses. This will help you showcase your problem-solving skills and your commitment to customer care.
✨Highlight Teamwork and Flexibility
Since this role involves working closely with other departments, be ready to discuss your teamwork experiences. Share examples of how you've collaborated effectively in the past and your flexible attitude towards duties. This will demonstrate that you're a team player who can adapt to changing circumstances.
