Customer Support

• 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

Customer Service Team Leader – Driver Support

Customer Service Advisor

Customer Service Advisor, Driver Support Advisor