Customer Services – General Manager
Toyota (GB) plc
full-time
Posted on:
Location Type: Hybrid
Location: Epsom • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Take the lead in shaping and driving our customer operations, overseeing both in-house and outsourced teams of around 100 talented professionals.
- Your remit spans three critical areas: Customer Outcomes (recoveries and collections), Customer Relations (complaints), and Customer Experience (customer services).
- This is a high-impact role where strategic leadership meets operational excellence—your decisions will directly influence how we deliver exceptional experiences and positive outcomes for every customer.
- Lead the Customer Services department through a wider customer growth strategy, ensuring all of our customers can access support on a 24/7 basis in line with consumer expectations.
- Take ownership and delivery of the resourcing, working practices, systems and controls required to underpin the department and align with our regulatory obligations.
- Maintain current and any future Key Performance Indicators across all the business operations within the department including regular reporting.
- Build on the existing communication channels to ensure the department can effectively meet the customer demand whilst driving efficient operating practices for the business and drive the customer self-service proposition.
- Continuously monitor operational performance and customer expectations, identifying emerging trends and recommending and implementing the appropriate countermeasures to address.
- Contributing to the development and implementation of the holistic Toyota UK Customer Experience strategy, in conjunction with other Toyota UK entities.
- Responsibility for ensuring that the principals and culture of Consumer Duty are embedded within the team to deliver good customer outcomes.
- Take overall responsibility for the performance and management of our outsourced call centre activity.
- Management of the Customer Services budget, ensuring all expenditure is approved in accordance with budget and governance structure.
- Lead on our close working relationship with the other Toyota UK group business Customer Service leaders attending our group wide Customer Service board meetings.
- Management oversight of all external supplier relationships involved in the end-to-end customer experience being delivered within the Customer Services operation.
Requirements
- Financial Services industry background
- Strong knowledge and experience from collections, recoveries, arrears
- Customer focused, a strong emphasis on the customers journey
- Experience working in a highly regulated environment
- A strong understanding and knowledge of Consumer Duty and FCA regulations
- A strong understanding Regulatory Compliance - full landscape
- Strong strategic, transformation and implementation experience, focused on future solutions for the business area
- Outstanding organisational and leadership abilities
- Excellent interpersonal and public speaking skills
- Strong decision making and problem solving ability
- High intellect with the presence and charisma to operate and work with all levels of staff
- Strong analytical skills and financially astute
- High level of ethics and integrity
- Proactive, energetic, pragmatic and driven
- Comfortable in taking personal responsibility and accountability to
Benefits
- 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!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
collectionsrecoveriesarrearsregulatory complianceConsumer DutyFCA regulationsstrategic transformationimplementation experienceanalytical skillsfinancial acumen
Soft skills
customer focusedleadership abilitiesinterpersonal skillspublic speakingdecision makingproblem solvingorganizational skillsethics and integrityproactiveaccountability