Customer Outcomes Executive (perm)

Customer Outcomes Executive (perm)

G5 – Operation of complex or multifaceted administration or technical processes and procedures with regular supervision

The role in a nutshell: Delivering effective arrears support to TFSUK customers, whilst prioritising excellent customer outcomes. Manage customer queries with empathy and professionalism, adhering to regulatory standards (including Consumer Duty) whilst maintaining high levels of customer satisfaction.

A bit about ‘Department’: The Customer Outcomes team is responsible for supporting customers during periods of financial difficulty, helping them manage their debts through the multi-brands of Toyota Financial Services, Lexus Financial Services, Redline Finance and Mazda Financial Services. They operate to high standards under tight deadlines in a fast-paced environment, whilst maintaining the focus of delivering good customer outcomes.

Requirements

What you'll be doing:

• Responsible for the efficient and timely execution of financial support, managing customer accounts, and resolving issues in line with Toyota Financial Services policies and procedures.
• Engage with customers to identify tailored solutions that ensure positive outcomes, including affordable repayment plans, whilst maintaining a high level of customer care and consideration of their financial circumstances.
• Maintain a strong understanding of Consumer Duty regulations, ensuring all collections processes comply with the relevant legal and regulatory requirements, especially around fair treatment of vulnerable customers.
• Ensure that all interactions align with Toyota Financial Services’ commitment to delivering excellent customer outcomes, working to resolve queries and concerns in a manner that is both ethical and customer-focused.

How you could stretch this role:

• Work closely with internal teams, including Customer Experience and Customer Relations, to ensure that the approach is consistent, fair, and compliant with corporate and regulatory guidelines.
• Actively contribute to improving the financial difficulty and collections process, identifying areas for enhancing customer outcomes and compliance with evolving regulations.
• Stay informed about changes in financial regulations, Toyota Financial Services policies, and best practices within the industry, ensuring ongoing professional development and awareness.
• Involvement in ad-hoc projects.

Experience you'll gain:

• Developing excellent verbal and written communication skills, acting as the first point of contact for customers of Toyota Financial Services.
• Working within a dynamic and fast-paced environment that encourages personal development and fosters growth.
• Supportive work relationship with line managers and fellow team members.
• Invaluable corporate experience working practically in a Customer Outcomes environment.

Experience and Skills:

• Proven experience in a customer service, collections or financial services role.
• Strong understanding of Consumer Duty regulations and their application in a financial services environment.
• Excellent communication and interpersonal skills, with the ability to engage empathetically with customers who are in financial difficulty.
• Proficiency with relevant software and CRM systems.

Attributes and Behaviours

• Self-motivated, able to work effectively under your own initiative.
• Flexible attitude towards duties.
• Keen attention to detail
• Team-orientated, able to work efficiently with other departments within the organisation.
• Strong time management and organisational skills.

What you'll get to own:

• Direct engagement with TFSUK customers, aiming to provide effective tailored solutions and prioritise excellent customer outcomes.
• Maintaining accurate, up-to-date records of customer interactions, payment arrangements, and account statuses to support audit and reporting requirements.

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.

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!

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.