* Leading and motivating the Customer Care Hub to optimise performance and encourage professional and personal growth.
* Fostering a positive work environment that encourages teamwork, collaboration, and continuous improvement.
* Overseeing the complaints handling process, ensuring issues are dealt with promptly and efficiently in compliance with relevant regulations and internal policies.
* Supporting the effective management of customers in financial difficulty by championing a customer-centric approach and ensuring high quality levels are maintained across the team.
* Establishing, monitoring and reviewing key performance indicators and service levels for the Customer Care Hub team.
* Conducting regular meetings with team members to discuss progress, share updates and plan future actions.
* Liaising with key internal teams, such as Quality Assurance and Compliance, to respond and adapt to changes in regulatory requirements
How you could stretch this role:
* Identify opportunities for policy and process enhancements to improve service and quality levels, encouraging an environment of continuous improvement.
* Collaboration with other departments to ensure cohesive and efficient operations throughout the customer journey (for example, developing digital communication channels).
* Lead and manage projects aimed at improving efficiency, effectiveness, customer satisfaction and retention., Leading a dynamic team that plays a pivotal role in the significant function of delivering good customer outcomes.
* Working within a dynamic and fast-paced environment that encourages personal development and fosters growth.
* Confidence in making critical decisions and liaising with key stakeholders across the company.
* Supportive working relationships with senior management and fellow team members.
What you'll get to own:
* Acting as the single point of contact for the Customer Care Hub for all key stakeholders across the 'One Toyota' entities (UK Toyota group colleagues).
* Leadership of both the complaint handling and the customer collection process.
* Management of team performance, quality, trends identified through root cause analysis and areas of improvement across both services.
A newly created position, we are looking for an individual who has experience in leading, managing and motivating medium to large teams, with a background gained in collections and complaints.
With a focus on good customer outcomes, you will help implement and streamline existing and new processes whilst motivating your department. We are looking for those who are driven, with a strong background gained in collections, recoveries, arrears, complaints and relations. The individual:
* Previous experience at senior management level
* Experience of working in collections / arrears as well as complaints / customer relations
* Experience working in a heavy regulated environment - Financial Services an advantage, Strong team management skills with a keen ability to coach, mentor and develop staff under a fast-paced regulated work environment.
* In-depth understanding of Consumer Duty and complaint handling regulations.
* Excellent verbal and written communication skills.
* Competencies in project management and cross company collaboration., Proactive and self-motivated, able to work productively under your own initiative.
* Ability to develop and maintain strong relationships with team members, promoting an inclusive and positive working environment.
* Strong organisation and time management skills.
* Resilience and flexibility in pressurising work situations.
* Fostering a culture that enables team members to strive and grow.