Toyota (GB) plc

Customer Support

• We are looking for an experienced Team Leader to join our Driver Support department leading a team of 5-8 advisors.
• Reporting to the Customer Excellence Manager, the Team Leader is responsible for managing their team, ensuring they deliver an excellent driver experience by instilling a culture of care, warmth and pride to ensure customer retention.
• The Team Leader collaborates with key stakeholders across business areas, to ensure the overall business and department continue to achieve and drive continual improvements. We are looking for an individual who drives performance outcomes, and who can build strong relationships with their team, being focused on motivation, development and support.
• **Customers:**
• - Coaching and developing advisors to answer queries from fleet contacts and drivers with first-time resolution via phone and email. Ensuring all advisors are clear about the purpose of their role and understand how they are performing
• - It will be critical for you to build relationships with a variety of suppliers and internal stakeholders.
• - Contribute to all customer on-boarding meetings as requested.
• **Operational:**
• - Conduct daily case management to monitor performance and distribute tasks.
• - Handling escalated complaints and issues according to the Policy, and in collaboration with stakeholders such as OAMs and SAMs. Conducting investigations using root-cause-analysis to turn around the customer experience.
• - Identify and deliver opportunities to improve efficiency, enhance service, minimise errors and reduce costs, using Kaizen methodology.
• - Conduct a variety of Quality Checks including monitoring Email, Phone and Complaints to ensure accuracy, professionalism, and tone which deliver an excellent customer experience.
• - Taking ownership of all GDPR and Cyber Security requirements across the team and providing training and coaching on best practice.
• - Produce regular activity and performance reports for the Centre Manager and Head of Undertake Daily Management TPS tasks, including creating rotas, setting and monitoring KPIS and Producing KPI reports routinely and as required.
• **People:**
• - Conduct fortnightly team meetings with an agenda and follow-up actions.
• - Undertake a range of HR activities including but not limited to absence management, performance management, PReviews and new starter reviews to ensure all KPIs are met and our people are supported.
• - Conduct training and ensure advisors have sufficient knowledge and tools to perform their duties within deadlines and with minimum errors

Customer Service Team Leader – Driver Support

• Providing proactive 1st to 3rd line support for business applications and services, ensuring a high quality of service to all customers.
• Working in a rota with 3 others to provide support during business hours 8-6 Mon-Fri and out of hours cover, e.g. at Month End and for releases.
• Manage tickets and outcomes against agreed service levels, ensuring personal and team Service Level Agreement targets are met.
• Maintain systems knowledge and expertise to support business applications and services.
• Develop a thorough understanding of the business and our customers including products, services, channels, key processes, IT systems, infrastructure, and drivers for change.
• Work with internal teams and external suppliers to service requests, resolve incidents and deliver change.
• Configure and maintain systems including managing accounts, parameters, roles, workflows and interfaces.
• Undertake maintenance and enhancement activities to support the business.
• Support change with impact assessment, input into design, configuration and service transition of new services or changes to existing services.
• Create, maintain, and share knowledge and documentation across the team and department to reduce single points of failure and enhance service levels.
• Actively participate in the resolution of major incidents, post-incident reviews and change implementation reviews.
• Engage in service improvements, making recommendations to improve stability, functionality, and customer satisfaction.
• Build and maintain effective relationships with colleagues, customers, and suppliers.
• Provide advice, guidance and estimates to the Solution Design process as required to ensure proposed solutions are operationally supportable.
• Represent IT in a professional manner in all forms of contact with both internal customers and external parties.
• Contribute to the effective financial management of UK IT, ensuring areas of responsibility remain within agreed budgets and all expenditure is approved in accordance with the governance structure.
• Keep up to date and comply with prevailing regulations.

Application Support Specialist

Analyst

• Ensure all incidents and service requests are successfully logged and accurately identified, categorised, prioritised, diagnosed and managed in the Service Desk IT service management tool, while delivering excellent and clear communications of incidents, service requests and service updates to our customers within agreed timescales.
• Delivery of first-class customer service; ensuring the customer is satisfied with the resolution of the call prior to closure. Keep detailed, accurate and consistent records for the teams’ calls to ensure they are updated regularly, and that the customer is kept informed.
• Work with third parties and colleagues to investigate, accurately diagnose, analyse & resolve issues and service interruptions and to resume normal service as soon as possible, following the approved incident management process.
• Refer all requests that cannot be directly resolved at Service Desk level to the appropriate person, team or service provider whilst ensuring the customer is communicated to effectively.
• Escalate Major Incidents or complaints as appropriate.
• Identify and report recurring incidents to BTS Service Desk Management team to prevent problems.
• Attend bi-weekly problem management meeting where required to represent the Service Desk.
• Attend Weekly CAB where required to present and represent Service Desk changes whilst feeding back any other changes that may impact services pertinent to Service Desk operation and ensuring key stakeholder approval and communications are maintained.
• Utilise project management methodology and agile practices, where appropriate, to enhance communication and assist in planning for any development or change to service offerings within the BTS department.
• Take active role in any assigned Project work as required and act as a Service Desk representative.
• Provide a welcoming, friendly, customer focussed and professional attitude to all users and adapting to different situations dependent upon audience.
• Create and maintain a positive employee culture of good communications, customer care and continual improvement.
• Support and assist other team members (both immediate and wider Department) where required.
• Work a weekly rotated shift pattern covering the following support hours 07:00-18:00 Monday-Friday. You will also work a Saturday shift approximately 1 in every 4 weeks covering the hours 09:00-17:00; provide cover during Bank Holidays throughout the year and be on call 1 in every 4 Sundays from the hours of 06:00-18:00. Some travel and additional out of hours work may also be required to meet project deadlines at peak times of year.
• To maintain good working relationships with end users and departments within the organisation and 3rd party company representatives to ensure that satisfactory support, supply and maintenance of services is provided.
• Own all enquiries and ensure that the customer is kept up to date and informed of progress.
• Create and maintain all documentation (Customer facing and internal technical documentation) ensuring it is completed to a professional quality, checked for accuracy of grammar and spelling and reviewed prior to distribution.
• Ensure that all IT equipment the Service Desk manage is asset tagged and maintained accurately and consistently.
• Comply with all regulatory requirements, such as Sarbanes Oxley requirements for systems access control.
• Comply with audit requirements, both internal and external.
• Undertake monthly, quarterly, bi-annually, annually tasks to comply with SOX requirements.
• Maintain a clean and tidy environment (both at your own desk as well as the stock/build room) and ensure adherence to the Clear Desk Policy.
• Complete daily reports (when assigned) to ensure all active attacks and vulnerabilities are resolved and removed from the vulnerability report. Liaise with 3rd level teams where appropriate. This applies to client and mobile devices.
• Attend weekly meetings, where assigned to represent the Service Desk and take away assigned duties.
• Work with other areas of our business in developing our productivity tool offerings ensuring best practice is undertaken and guidelines are adhered too.
• Attend regular meetings to discuss progress of work assigned to you whilst ensuring an understanding of what work the rest of the team are completing.

Technical Service Desk Analyst

• **Key Responsibilities:**
• - 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

Account Manager

• **The role in a nutshell:** Responsible for the development and growth of the operational relationship between Kinto and our key major fleet customers.
• **A bit about the Sales department:** Meeting the fleet and mobility needs of a broad range of corporate, public and not for profit customers. From high security to hard working car and commercial fleets, we aim to profitably grow our multi-brand presence and brand within the industry.
• **What you’ll be doing:**
• - The Operational Account Manager is responsible for developing the operational relationship of the Customer, across the Kinto business to ensure maximum efficiency and positive customer experience
• - Working closely with the Customer, the SAM and KINTO internal teams as required to deliver against all the KINTO key performance metrics.
• - This role will be fast paced and the ability to work on multiple projects/tasks at the same time will be vital.
• - This is an office-based (hybrid 3 days in office and 2 WFH) role across the major fleet customers of KINTO. Major Fleets are defined as sole supply, Corporate or Public Sector customers with an FSL or FM Fleet in excess of 1000 vehicles. You will:
• - Act as main point of contact for large corporate fleet team customers
• - Prepare and host regular operational reviews covering key areas of fleet management including downtime, vehicle order progress, vehicle servicing and cost management
• - Identify and make recommendations to resolve key challenges or blockers to building a trusted partner relationship with our largest customers
• **How you could stretch this role:**
• - Become a key point of contact and trusted partner customers
• - Collaborate with and influence internal teams to refine and improve internal processes
• - Analyse/ interpret KPI data to make recommendations for fleet
• - Interpret customer & driver feedback to consider longer term strategic goals for the customer
• - Support the SAM with strategic objectives for the customer
• - Support the Manager, Operational Account team with observing & coaching of OAMs to support consistency
• **Experience you’ll gain:**
• - Working strategically with the account management team on key goals and deliverables for customers
• - Working on your own initiative, turning data into insight and recommendations
• - Strong relationship management, collaboration and conflict management experience
• - Customer portfolio management
• **How we’ll support you:**
• - A full KINTO induction
• - Provide a great learning opportunity to develop the core skills required to excel in the role.
• - Give you the space and opportunity to be your whole self at work.
• - Foster a learning culture, providing you with clear and constructive feedback, and encouraging you to do the same.
• **As a manager: **
• - Regular 1:1’s to provide direction and guidance
• - Clear objective setting via our performance management process
• - On-going coaching as required.
• - Always available for support as needed.
• **What you’ll get to own:**
• - Project/process management
• - Relationships
• - Key customer KPIs

Operational Account Manager – Major Fleets

Accountant

• - Assist in the preparation and oversight of management accounts and financial forecasts, ensuring accuracy and timeliness.
• - Perform and oversee balance sheet reconciliations, ensuring all queries are resolved efficiently and internal financial controls are maintained.
• - Support the management of bank accounts and treasury facilities, including loan management and cashflow forecasting.
• - Assist with internal and external audits, ensuring adherence to financial regulations and company policies.
• - Oversee the accuracy of financial data, including system updates such as tax changes and accounting adjustments.
• - Work closely with departmental heads and other key stakeholders to provide financial insights and support decision-making.
• - Conduct financial analysis and produce reports as required by senior management.
• - Ensure all financial activities align with the company’s accounting policy and procedure manual, reporting any discrepancies.
• - Continuously review financial processes, identifying and implementing improvements to enhance accuracy and efficiency.
• - Lead efforts to enhance financial reporting processes and introduce best practices.
• - Work with senior leadership and other departments to provide strategic financial insights and improve overall business performance.
• - Contribute to decision-making by offering in-depth financial analysis and forecasting.

Management Accountant

• 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

• 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.

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 Team Leader – Driver Support

Application Support Specialist

Technical Service Desk Analyst

Customer Service Advisor

Operational Account Manager – Major Fleets

Management Accountant

Customer Service Advisor, Driver Support Advisor

Customer Experience Manager

Management Accountant

Technical Support Specialist