Application Support Specialist in IT for energy market, optimizing data analysis workflows and supporting internal partners. Seeking motivated team players with a strong tech background and German fluency.
About the role
- Customer Experience Manager enhancing customer service at KINTO through data-driven strategies and team leadership. Collaborating across KINTO UK and One Toyota to establish exceptional service.
Responsibilities
- Leading and Managing a team of Customer Experience Specialists among whose responsibilities include reporting and managing CSI (Customer Satisfaction Index), complaints, benchmarking and contacting negative survey customers, among other responsibilities
- Be the lead for the ‘Voices’ customer survey project including the addition of the complete KINTO One customer journey
- Regularly review customer survey questions for effectiveness
- Lead the definition and provide clarification of what a complaint is across the business.
- Lead the oversight of complaint reporting, analysing and creating a plan for every aspect of complaint handling, categorisation, reporting and training
- Complaints reporting, analysis and the creation of complaint reduction measures in collaboration with key stakeholders across the business
- Manage the CSI platform and reporting, help to create OLC backed action plans for business areas, holding them to account with support from GM for Customer Excellence, to facilitate the required improvements
- Reporting into appropriate functions such as KEU (KINTO EU), TGB (Toyota GB), OLC (Operational Leadership Committee)
- Responsible for Customer Service levels reporting for teams across the business, creating standardisation, linked to agreed Operational Leadership Committee actions
- Manage supplier relationships including survey provider, Institute of Customer Services amongst others
- Support and lead initiatives to boost volumes of customer reviews
- Organising the Institute of Customer Service mid-term surveys
- Overseeing the benchmarking of KINTO vs competitors and compiling results into various mediums
- Using TPS methodology to implement and measure changes and visualising using management boards
Requirements
- Great people manager, supporting, motivating, encouraging and developing team members
- Excellent analytical skills
- Effective communicator at all levels
- Organised with strong prioritisation skills
- Strong presentation skills
- Experience in running a high-performing customer experience team
- Confident in conducting investigations across other business areas, using an impartial, diplomatic but direct approach
- Handling and resolving escalated complaints
- Minimum of 12 months experience managing a team
Benefits
- Annual bonus
- 25 days holiday + 8 days bank holiday
- Great pension scheme starting at employee (EE) contribution of 4% with an employer (ER) contribution of 11%. This can flex up to 6% EE contribution and 15% ER contribution
- Car Scheme following passing of probation
- Hybrid working policy, 2 days from home each week should you want to
- Plenty of onsite parking
- Plus many more - to see a full list of our benefits, please click the following link: Our Careers | About Us | KINTO UK
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Sales Support Representative supporting stores across Adelaide, enhancing product visibility and fostering relationships with store teams. Working part - time, part of a family - friendly culture at Simplot.
Operations Support Specialist managing compliance and calibration of test equipment for GE HealthCare. Ensuring service delivery and quality with proactive vendor management in New York City.
Customer Service Director at Gofor Delivers improving operational efficiencies and customer experience within hybrid logistics. Collaborating with sales and operations to drive success across processes.
Customer Service Representative providing support for customer enquiries in the QVC UK Contact Centre. Working evenings and supporting a team to drive brand advocacy and success.
Customer Service Representative supporting QVC's Customer Care Team in Knowsley. Handling inbound calls and resolving customer inquiries with professional training and a supportive environment.
Customer Service Representative responsible for managing customer relationships and processing requests. Collaborating with departments for efficient order handling and timely issue resolution.
Customer Service Representative maintaining professional customer relationships and processing inquiries at Arcadia Cold Storage. Coordinating operations and ensuring accurate inventory management.
Customer Service Representative assisting clients with travel protection plans over calls and emails. Handling claims, providing information, and maintaining customer records.
Inventory Support Specialist ensuring inventory accuracy across multiple clinic locations. Collaborating with teams to support day - to - day operations and inventory initiatives.