Customer Relations Administrator (Perm)

Salary: £28,000 per annum + up to 10% annual bonus

Grade 5: Operation of complex or multifaceted administration or technical processes and procedures with regular supervision.

Hybrid working: 2 days in the office and 3 days working from home

Hours: 37.5 hours per week

The role in a nutshell: The role will be to work collaboratively with numerous departments within Toyota Financial Services to address customer concerns regarding our products and services within regulatory time frames.

A bit about the ‘Department’: The team is responsible for all complaints relating to finance, subject access data requests, motor finance commissions and sit within the Customer Services function.

Key Requirements:

For this role the ideal candidate will need:

•  Previous complaints experience in an FCA environment
• Comfortable working under pressure, proactive and uses own initiative.
• Experience dealing with challenging and distressed customers phone calls.
• Ideally 1 years Motor finance and/or complaints experience.
• Administrative experience with excel and pivot tables.
• Resilient attitude
• Be an effective team player.
• Strong organisational skills and workload management.

Ideal Attributes and Behaviours:

• Investigative mindset
• Attention to detail
• Consumer Duty focussed, putting yourself in the customers shoes.
• Excellent written and verbal communication.
• TCF mindset with experience of dealing with Vulnerable customers.

On the job training will be provided, we recognise we all learn differently, and we want to ensure that our training will suit your learning style. We are open to talking to you about how we can make learning your new role in the most positive way.

Requirements

• Support the Customer Relation department with any administrative and ad-hoc duties
• Completing commissions complaints, enquires and letters of claims
• Complete Subject Access Data Requests (SADRs) in a timely manner and in line with GDPR requirements
• Compile Financial Ombudsman Services (FOS) case files
• Locate information upon request for Customer Relations case handlers
• Ensure that customers’ questions and problems are resolved in an effective manner and refereed to the relevant parties involved.
• Handling inbound and outbound calls.
• Ownership of PEPs and Sanctions
• Responsible for supporting the team to achieve the departments Key Performance Indicators
• Maintain accurate records of all customer contact using the CMS system and adding complaints to the complaints log.
• Working to strict SLAs within a high-volume environment

How you could stretch this role:

• Supporting our contact centres by becoming a subject matter expert in complaints and customer resolutions.
• Calling on previous leadership experience to help support and steer the team.
• Support Kaizen/ TWOW activity within your team

How we'll support you:

• A full Toyota Financial Services 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.
• Regulatory training (FOS,FCA)
• Regular 1:1’s to provide direction and guidance.
• Clear objective setting via our performance management process.
• On-going coaching as required.

Our Recruitment process

At Toyota Financial Services (TFS) we value everyone and are pleased to be recognised as a Disability Confident Employer, which is a national standard that ensures our processes are accessible to all.

We may use workable one-way video interviewing as part of our recruitment process. We’ll provide you with some more information around this as you progress through the stages.

For this role we follow a 1st and 2nd round interview process with a member of HR and the hiring Manager/s. The interview will be via Teams and/or Face to Face, so that we ensure you have the best experience.

Everyone is unique, and that means what works for some may not work for everyone. When it comes to recruitment, please do let us know if we can adjust our process to be 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, so please let us know how we can support you to be your best self.

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 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!