Customer Service Representative for National Sales handling customer inquiries and order processing. Provide liaison between customers, sales team, and internal departments in a hybrid role.
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
User Support Specialist supporting Virginia clients with software applications. Involves troubleshooting, debugging, and collaborating with developers in a team environment.
Manager, Customer Support leading collaborative teams to optimize customer service at Extensiv. Involved in coaching talent and developing scalable support solutions.
Customer Service Representative assisting patients during registration at Ascension Sacred Heart. Supporting patients in a fast - paced environment with compassion and clarity.
Customer Service Representative registering patients in healthcare settings at R1. Answering questions and assisting patients during the registration process with a supportive team.
Customer Service Representative handling inquiries and support for ASC Engineered Solutions via phone, email, and chat. Resolving customer complaints and ensuring satisfaction with a B2B focus.
Seller Finance Support Specialist managing finance - related seller inquiries for Ovoko, a company transforming Europe's used car parts market. Focus on communication and problem - solving across teams in a hybrid role.
Customer Support Specialist assisting French - speaking customers with inquiries at Ovoko, an e - commerce company in the used car parts market. Guiding customers through features and ensuring high - quality support during sales and after - sales processes.
Young Professional Customer Service playing a key role in Vopak's future with energy transition. Building customer service skills while collaborating with diverse teams across the company.
Young Professional in Customer Service & Operations at Vopak connecting Customer Service and Operations with terminal knowledge. Contributing to daily tasks, innovations, and receiving ongoing training.