Customer Experience Manager
Toyota (GB) plc
full-time
Posted on:
Location Type: Hybrid
Location: Portsmouth • 🇬🇧 United Kingdom
Visit company websiteJob Level
Junior
About the role
- 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
Requirements
- Great people manager, supporting, motivating, encouraging and developing team members
- Excellent analytical skills
- Effective communicator at all levels
- Organised with strong prioritisation skills
- Strong presentation skills
- Experience in running a high-performing customer experience team
- Confident in conducting investigations across other business areas, using an impartial, diplomatic but direct approach
- Handling and resolving escalated complaints
- Minimum of 12 months experience managing a team
Benefits
- Annual bonus
- 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
- Car Scheme following passing of probation
- Hybrid working policy, 2 days from home each week should you want to
- Plenty of onsite parking
- Plus many more - to see a full list of our benefits, please click the following link: Our Careers | About Us | KINTO UK
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer satisfaction indexcomplaints managementdata analysisbenchmarkingcomplaint reportingcomplaint categorisationaction planningTPS methodologycustomer journey mappingcustomer review management
Soft skills
people managementanalytical skillscommunicationorganisationprioritisationpresentation skillsinvestigative skillsdiplomacyconflict resolutionteam development