General Manager, Customer Excellence

A bit about the ‘Department’: The Customer Services Department looks after our customers, but in doing so it requires the support and significant collaboration with other departments within KINTO UK to deliver great customer outcomes.  The department has four distinct operations within it: Multi Brand Customer Support, KINTO ONE in-Life support, Customer Excellence Development and Data Quality. Our teams look after our customers primarily through telephone and email.  Our business is dedicated to consistently delivering excellent customer outcomes at every stage of our customers experience with our business. What you'll be doing: ·         Lead and coach the Customer Services Department to cultivate a high-performing and engaged team. ·         Increase customer services across KINTO. ·         Lead the strategy and culture for Customer Excellence, driving business growth across KINTO UK ·         Anticipate customer requirements and build highly effective teams to support these needs. ·         Develop and expand our Dymanics365 solution across the business. ·         Develop and analyse reporting from our systems to optimise team performance. ·         Innovate new communication methods to support the delivery of enhanced customer service. ·         Drive better performance, efficiency, and behaviours within our Customer Service operations. ·         Create Quality Assurance standards within the team. ·         Implement robust Voice of the Customer measurements, creating solutions to drive continuous improvement. ·         Continuously monitor operational performance and customer expectations, identifying emerging trends and ·         Work with the Account Management team to support effective conversations. ·         Define and create consistency for appropriate customer goodwill. ·         Contribute and lead the development and the implementation of the holistic Toyota UK Customer Experience strategy ·         Operating in a regulated and non-regulated environment, embed the principles and culture of the Consumer Duty ·         Create the structure to support KINTO UK Mobility products. ·      Continuously drive first time resolution for customer queries and complaints. How we'll support you: ·         A full KINTO induction ·         Provide a great learning opportunity to develop the core skills required to excel in the role. ·         Give you the space and opportunity to be your whole self at work. ·         Foster a learning culture, providing you with clear and constructive feedback, and encouraging you to do the same. ·         You will be supported to grow a proactive, outward mindset approach rather than a reactive approach to performing the role. ·         You will be encouraged to always seek continuous improvement. As a Manager : ·         Regular 1:1’s to provide direction and guidance. ·         Clear objective setting via our performance management process. ·         On-going coaching as required. ·         Always available for support as needed. ·         Support understanding and operating the globally recognised Toyota Way of Working Requirements Essential ·         Proven experience and knowledge of working at a senior level within a Customer Services Operation ·         Demonstrated success of leading a high performing team ·         Experience of building digital self-service tools for end customers ·         Full UK Driving license     Desirable ·         Awareness and understanding of operating within a regulated business and experience in the Regulated Motor Finance sector. Attributes and behaviours: ·         Ability to influence others. ·         Elevated level of perseverance ·         Outward Mindset ·         Effective communication skills ·         Self-belief ·         Initiative-taker ·         Appetite to take ownership and problem solve. ·         Strong analytic mindset ·         Confidence to challenge those around you