Toyota (GB) plc

Customer Support

• Working with multiple customers across the entire driver journey
• Handling queries into the helpdesk via phone, email, or web chat in the future
• Aim to resolve queries first time
• Build sustainable and trusted relationships through open and interactive communication
• Handle complaints, providing solutions and alternatives within agreed time limits to enable the best resolution
• Become an advocate of our products and services
• Review customer reporting, identifying and correcting errors or exceptions
• Update and maintain customer information within our CRM system
• Complete basic administration tasks, such as logging and posting fuel cards
• Identification and implementation of business and process improvements
• Go the extra mile to engage customers and fleet contacts

Customer Service Advisor, Driver Support Advisor

• 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

Customer Experience Manager

Accountant

• The Management Accountant will play a key role in ensuring the accurate and timely preparation of management accounts, financial reconciliations, and reporting. This role requires a high level of accuracy, analytical thinking, and collaboration with key stakeholders across the business to drive financial insights and improvements. The successful candidate will take ownership of financial processes, escalate issues where necessary, and contribute to the continuous improvement of financial controls and reporting standards.
• What you’ll be doing:
• Management Accounts & Reporting: Assist in the preparation and oversight of management accounts and financial forecasts, ensuring accuracy and timeliness.
• Financial Controls & Reconciliations: Perform and oversee balance sheet reconciliations, ensuring all queries are resolved efficiently and internal financial controls are maintained.
• Treasury & Cashflow Management: Support the management of bank accounts and treasury facilities, including loan management and cashflow forecasting.
• Audit & Compliance: Assist with internal and external audits, ensuring adherence to financial regulations and company policies.
• Data Management & Systems: Oversee the accuracy of financial data, including system updates such as tax changes and accounting adjustments.
• Stakeholder Engagement: Work closely with departmental heads and other key stakeholders to provide financial insights and support decision-making.
• Ad-hoc Analysis & Presentations: Conduct financial analysis and produce reports as required by senior management.
• Governance & Best Practices: Ensure all financial activities align with the company’s accounting policy and procedure manual, reporting any discrepancies.

Management Accountant

Support Engineer

• Manage all Price check and auto approval rules within EPYX/1-Link related to SMR for all OEM’s.
• Support with minor authorisations from approval requests within our approved repair network on car, LCV & HGV.
• Gain understanding of the overall working of the Operations department at a high level and have selective Cross training applicable to your current role and operations.
• Provide support to the team by completing routine SMR reporting essential for the role and the team.
• Support with all KPI and SLA related functions within the team (email/calls).
• Occasionally provide specialist support by attending meetings as a subject matter expert related to SMR rule sets and create basic PP slides related to this topic.
• Involvement with QCC’s.
• Demonstrate TPS/TWOW within the workplace (Muri, Muda & Mura).
• Conduct a 5-Why – Problem solving.
• Provide support to the Team leader related to the team’s daily management board.
• Collaborate with OEM’s to build aftersales relationships.
• Own the SMR price check terms within EPYX/1-Link.
• Own processes and procedures related to this role utilising Pro-map.
• Own routine team reporting and ad hoc report requests related to this role.
• Own personal development suited to your learning and need.

Customer Service Advisor, Driver Support Advisor

Customer Experience Manager

Management Accountant

Technical Support Specialist