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- Tasks: Support customers in financial difficulty, providing tailored solutions and maintaining high service standards.
- Company: Join Toyota Financial Services, a leader in customer care and financial support.
- 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 collections, with strong communication and empathy skills required.
- Other info: Flexible working options and a commitment to diversity and inclusion make this role unique.
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 (collections) 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.
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.
- Proficiency with relevant software and CRM systems.
Attributes & Behaviours:
- Self-motivated, able to work effectively under your own initiative.
- Flexible attitude towards duties.
- Keen attention to detail.
- Team-oriented, 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 Specialist employer: Toyota Financial Services (UK) PLC
Contact Detail:
Toyota Financial Services (UK) PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Outcomes Specialist
✨Tip Number 1
Familiarise yourself with Consumer Duty regulations and how they apply in financial services. This knowledge will not only help you during the interview but also demonstrate your commitment to ethical customer care.
✨Tip Number 2
Practice your active listening skills. In this role, you'll need to engage empathetically with customers facing financial difficulties, so being able to show understanding and patience is crucial.
✨Tip Number 3
Research Toyota Financial Services' values and customer service approach. Tailoring your responses to align with their commitment to excellent customer outcomes can set you apart from other candidates.
✨Tip Number 4
Prepare examples from your past experience that showcase your problem-solving skills and ability to work under pressure. Highlighting these attributes will demonstrate your readiness for the challenges of the Customer Outcomes Specialist role.
We think you need these skills to ace Customer Outcomes Specialist
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Outcomes Specialist 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 software or CRM systems you are proficient in.
Craft a Compelling Cover Letter: Write a cover letter that showcases your empathy and communication skills. Provide examples of how you've successfully supported customers in financial difficulty and how you align with Toyota's commitment to excellent customer outcomes.
Highlight Relevant Skills: In your application, make sure to mention your strong time management, organisational skills, and ability to work under your own initiative. These attributes are crucial for the role and should be clearly articulated.
How to prepare for a job interview at Toyota Financial Services (UK) PLC
✨Show Empathy and Understanding
As a Customer Outcomes Specialist, it's crucial to demonstrate your ability to empathise with customers in financial difficulty. Prepare examples from your past experiences where you successfully handled sensitive situations, showcasing your listening skills and professionalism.
✨Know Your Consumer Duty Regulations
Familiarise yourself with the Consumer Duty regulations and how they apply to financial services. Be ready to discuss how you would ensure compliance during customer interactions, particularly when dealing with vulnerable customers.
✨Highlight Your Communication Skills
Excellent communication is key in this role. Practice articulating your thoughts clearly and concisely. You might want to prepare a few scenarios where your communication skills led to positive customer outcomes, especially in challenging situations.
✨Demonstrate Teamwork and Flexibility
Toyota Financial Services values teamwork and flexibility. Think of examples that illustrate your ability to work collaboratively with others and adapt to changing circumstances. This will show that you're not only self-motivated but also a team player.
