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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.
- Other info: Enjoy a vibrant workplace culture with regular events and wellness initiatives.
- 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.
The predicted salary is between 28800 - 43200 £ 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
- Proven experience in a customer service, collections or financial services role.
- Previous experience with arrears, collections and vulnerable customers.
- 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 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.
Locations
Customer Outcomes Executive (Hiring Immediately) in Epsom, Surrey 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 (Hiring Immediately) in Epsom, Surrey
✨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 engaging with customers empathetically, try role-playing with a friend or family member. This will help you get comfortable with responding to different customer scenarios and improve your communication skills.
✨Tip Number 3
Be ready to share your experiences! Think of specific examples from your past roles where you've successfully managed customer accounts or resolved issues. This will demonstrate your ability to deliver good customer outcomes and show that you understand the importance of adhering to regulations.
✨Tip Number 4
Apply through our website! We encourage you to submit your application directly on the Toyota Financial Services careers page. This way, you can ensure your application gets the attention it deserves and you’ll be one step closer to landing that Customer Outcomes Executive role!
We think you need these skills to ace Customer Outcomes Executive (Hiring Immediately) in Epsom, Surrey
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your experience in customer service, especially in collections or financial services. We want to see how you've effectively supported customers in the past, so share specific examples that demonstrate your empathy and professionalism.
Understand Consumer Duty Regulations: Since this role involves adhering to Consumer Duty regulations, it's crucial to show us that you understand these guidelines. Mention any relevant experience you have with vulnerable customers and how you've ensured fair treatment in your previous roles.
Tailor Your Application: Take the time to tailor your application to the job description. Use keywords from the posting to show us that you’re a great fit for the Customer Outcomes team. This will help your application stand out and show that you’ve done your homework!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets to the right people quickly. Plus, it shows us that you’re keen on joining our team at Toyota Financial Services!
How to prepare for a job interview at Toyota Financial Services, KINTO and KINTO JOIN
✨Know Your Stuff
Before the interview, make sure you have a solid understanding of Consumer Duty regulations and how they apply to financial services. Brush up on your knowledge about arrears and collections processes, as well as Toyota Financial Services' commitment to customer care.
✨Show Empathy
During the interview, demonstrate your ability to engage empathetically with customers. Share examples from your past experiences where you successfully supported customers in financial difficulty, highlighting your listening skills and professionalism.
✨Be Team-Oriented
Toyota Financial Services values teamwork, so be prepared to discuss how you've collaborated with others in previous roles. Think of specific instances where you worked effectively with different departments to achieve positive customer outcomes.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the role and the company culture. This shows your genuine interest in the position and helps you determine if it's the right fit for you. Consider asking about their approach to supporting vulnerable customers or how they measure success in the Customer Outcomes team.