Customer Experience Manager
Toyota (GB) plc
Customer Service Advisor, Driver Support Advisor
Toyota (GB) plc
full-time
Posted on:
Location Type: Hybrid
Location: Portsmouth • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Go
About the role
- 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
Requirements
- An extremely high level of professional communication and relationship building skills
- Excellent commitment and engagement with the business
- Ability to multi-task, prioritize, and organise your workload
- Enthusiasm for doing what is right for the customer
- Advanced customer complain resolution skills
- Track record of over-achieving call quality and customer satisfaction
- Accurate data entry
- Experience within a Contract Hire or Fleet Management business, or the motor trade
- Good knowledge of Microsoft Office, particularly Excel and Outlook
- Ability to learn and master in house systems quickly
- Familiarity with CRM systems and practices
- Like talking to customers on the phone
- Have a can-do-attitude which never flags
- Don’t give up easily and takes pride in getting things right first time
- Enjoy achieving SLA and targets
- Can resolve tricky issues and keep smiling
- Learn from feedback quickly and positively
- Deliver on the promises you make
- Great attention to detail
Benefits
- Competitive starting salary
- Bonus earning potential
- 25 days holiday + 8 days bank holiday
- Great pension scheme starting at employee (EE) contribution of 4% with an employer (ER) contribution of 11%. This can flex up to 6% EE contribution and 15% ER contribution
- Company Car Scheme following passing of probation
- Private Medical Cover
- Life assurance scheme
- Discounts on different retailers
- Wellbeing hour each month
- Discounts on Toyota & Lexus cars
- Volunteer Days
- Wellbeing events
- Employee assistance programmes
- Free fruit in the office
- Free onsite car parking
- Working Hours 37.5 per week Monday - Friday
- Hybrid working policy 2 days from home each week should you want to
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer complaint resolutiondata entryprocess improvementsadministration tasksCRM systemsMicrosoft ExcelMicrosoft Outlook
Soft skills
professional communicationrelationship buildingmulti-taskingprioritizationorganizational skillscustomer engagementattention to detailproblem-solvingpositive attitudecommitment