Customer Care and Sales Advisor at Sparklight providing customer support and sales assistance. Engaging with customers about billing, services, and product changes while meeting sales goals.
About the role
- Lead customer operations at Toyota Financial Services UK, overseeing teams and driving strategic service excellence. Engage in customer relations, outcomes, and experience to enhance overall service delivery.
Responsibilities
- Take the lead in shaping and driving our customer operations, overseeing both in-house and outsourced teams of around 100 talented professionals.
- Your remit spans three critical areas: Customer Outcomes (recoveries and collections), Customer Relations (complaints), and Customer Experience (customer services).
- This is a high-impact role where strategic leadership meets operational excellence—your decisions will directly influence how we deliver exceptional experiences and positive outcomes for every customer.
- Lead the Customer Services department through a wider customer growth strategy, ensuring all of our customers can access support on a 24/7 basis in line with consumer expectations.
- Take ownership and delivery of the resourcing, working practices, systems and controls required to underpin the department and align with our regulatory obligations.
- Maintain current and any future Key Performance Indicators across all the business operations within the department including regular reporting.
- Build on the existing communication channels to ensure the department can effectively meet the customer demand whilst driving efficient operating practices for the business and drive the customer self-service proposition.
- Continuously monitor operational performance and customer expectations, identifying emerging trends and recommending and implementing the appropriate countermeasures to address.
- Contributing to the development and implementation of the holistic Toyota UK Customer Experience strategy, in conjunction with other Toyota UK entities.
- Responsibility for ensuring that the principals and culture of Consumer Duty are embedded within the team to deliver good customer outcomes.
- Take overall responsibility for the performance and management of our outsourced call centre activity.
- Management of the Customer Services budget, ensuring all expenditure is approved in accordance with budget and governance structure.
- Lead on our close working relationship with the other Toyota UK group business Customer Service leaders attending our group wide Customer Service board meetings.
- Management oversight of all external supplier relationships involved in the end-to-end customer experience being delivered within the Customer Services operation.
Requirements
- Financial Services industry background
- Strong knowledge and experience from collections, recoveries, arrears
- Customer focused, a strong emphasis on the customers journey
- Experience working in a highly regulated environment
- A strong understanding and knowledge of Consumer Duty and FCA regulations
- A strong understanding Regulatory Compliance - full landscape
- Strong strategic, transformation and implementation experience, focused on future solutions for the business area
- Outstanding organisational and leadership abilities
- Excellent interpersonal and public speaking skills
- Strong decision making and problem solving ability
- High intellect with the presence and charisma to operate and work with all levels of staff
- Strong analytical skills and financially astute
- High level of ethics and integrity
- Proactive, energetic, pragmatic and driven
- Comfortable in taking personal responsibility and accountability to
Benefits
- 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!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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