Customer Solutions Executive in Epsom

We are looking for an individual to join our Customer Solutions department, working initially in a twelve-month fixed term contract.

Customer Solutions is a vibrant and fun department, looking after all customers in the final 4 months of their PCP agreement. Our specialist team have a goal to retain as many customers within the brand as possible, either through dealer referrals, or refinancing their GFV. We also manage TFS's Staff, Friends & Family product, around 20-30 additional customers per month.

Sitting in the Sales & Marketing department, we are in a truly unique position as the only customer facing department in this area, giving us the opportunity to support on sales-focused pilots, and developing our processes to provide support to our Centre Network. We are a supportive department, where we foster a learning and self-development culture and proactively encourage each other to continue bettering ourselves.

Duties:

• Answering calls received from customers who are entering their end of agreement period, to arrange a refinance for them.
• Proactively making outbound calls to contact customers who are reaching the end of their existing agreement and exploring their available options.
• Providing customers with a tailored refinance quotation, checking the quotation is affordable and the best outcome for the customer.
• Liaise with third party dealerships to ensure customers’ expectations are met.
• Responsible for your own Staff, Friends & Family customers, ensuring the customer is given all relevant information and can evidence good customer outcomes were provided throughout the customer journey.
• Manage all referrals from internal staff members & TGB.

Experience you’ll gain:

• In depth training modules to improve sales techniques.
• Gain a better understanding of the end of contract strategy.
• Working within a dynamic and fast-paced environment that encourages personal development and fosters growth.
• Supportive work relationship with management board and fellow team members.

Requirements Key Experience & Skills:

• Essential: Strong written and verbal communication skills. Proficiencies in Microsoft Office, particularly Excel. Good time management and organisational skills.
• Desirable: Telephone/sales experience. Knowledge of finance products. Awareness of the Toyota/Lexus vehicle lineup.

Benefits:

• 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 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.