Customer Experience Manager

Description

• Are you passionate about customer service, the customer journey and the overall customer experience?
• Are you a great people manager and enjoy supporting, motivating, encouraging and developing your team?

If yes, this could be your next role..

We are looking for an experienced Customer Experience Manager, who will help to create a "best in industry" service for our customers via surveys, reporting and data. You will help us understand how our customers feel, helping us to lead positive changes and an overall enhanced customer experience.

Why do our employees enjoy working at Kinto?

"KINTO was not a difficult choice for me.  I had researched KINTO and discovered that they had both the right ethos and management to enable great customer service.  KINTO care - it was apparent in my research, in my interview and now in role, the business really cares about its people and customers. The ethos here is continuous improvement, underpinned by Toyota's business practices, such as the Toyota Ways of Working, which has been so successful in making Toyota the number one automotive company in the world.  The ethos has been transformed from factory to office, being part of it and watching how it can push a business forward is a great learning experience for me and it directly benefits our people and customers"

“Since joining KINTO in February this year, I’ve genuinely felt part of a team where my contributions are valued. I’ve had the opportunity to share my knowledge and collaborate with senior management to help drive improvements in the customer journey. It’s by far the best company I’ve worked for, and I’m absolutely thrilled with my new car, courtesy of the EPS scheme!”

"Working at KINTO has been an absolute breath of fresh air. No matter where you turn, you will always see that the people here truly want the best for our customers and our company. We all embody the same vision, and I’d encourage anyone who is looking to take control of their career and progression to work here, as the opportunities you will be presented with are limitless."

The role in a nutshell: The Customer Experience Manager works with the General Manager for Customer Excellence to establish and embed exceptional customer service across the business. The Customer Experience Manager will support the development and creation of an industry-leading service for our customers using voice of the customer data, reporting and positive action through collaboration across KINTO UK and One Toyota entities.

What you'll be doing:

• 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

The role that you are applying for, will be working for KINTO-UK Ltd which is a Mobility Brand owned by the Toyota Group, offices located in Portsmouth. KINTO-UK share their HR function with Toyota Financial Services (TFS) in the UK, however the job being advertised will not be working directly for Toyota Financial Services

Requirements

Key Experience & Skills:

• 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

 Attributes & Behaviours:

• Ability to influence others
• Creative problem-solver and process improver
• Passionate about customer experience
• Open, approachable and supportive
• Effective communication skills
• Resilient and able to work under pressure
• Strong attention to detail
• Outward mindset

Benefits

KINTO UK is very proud to offer an extensive benefits package to our employees, some of these include:

• Hybrid working of three days in the office, Monday - Friday (37.50 hours a week, hours between 8am - 6pm)
• Pension - up to 15% contribution
• Car Scheme
• Annual bonus
• 25 days holiday + 8 days bank holiday
• Plus many more - to see a full list of our benefits, please click the following link: Our Careers | About Us | KINTO UK

KINTO UK is an equal opportunities employer. We welcome applications from anyone who is excited by the opportunity of joining us and will thoroughly consider all applications without attention to ethnicity, religion, sexual orientation, gender, identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

Our Recruitment Process:

At KINTO 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.

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 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.

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.