Customer Service and Driver Support Advisor

About the Role

Join a dynamic team dedicated to delivering exceptional customer service within our Driver Support department. This role provides an excellent platform for career advancement, offering opportunities to grow and expand your skill set in a supportive and collaborative environment where company culture is highly valued.

Key Benefits

• Work 37.5 hours per week, Monday to Friday between 8 AM and 6 PM, with an option for hybrid working (up to two days from home per week) after successful probation.
• Enjoy 25 days of annual leave plus 8 bank holidays, with additional holiday accrual for long service and options to purchase or carry forward extra leave.
• Access to a car scheme post-probation offering up to two Toyota or Lexus vehicles at significantly discounted monthly rates including insurance, tax, servicing, and MOT.
• Robust pension plan starting with a 4% employee contribution matched by 11% employer contribution, adjustable up to 6% and 15% respectively.
• Potential to earn an annual bonus up to 5% of salary contingent on company performance.

Role Responsibilities

• Serve as the primary contact for customers, managing inquiries via telephone and email, with plans to introduce live chat and WhatsApp support shortly.
• Provide thorough training to equip yourself with the skills to confidently address customer questions and generate detailed reports for analysis.
• Deliver world-class service with every customer interaction.
• Manage a wide array of customer interactions throughout the entire driver journey.
• Strive to resolve customer queries on the first contact.
• Build trustworthy, sustainable relationships through transparent and proactive communication.
• Address customer complaints by offering viable solutions within agreed timeframes to achieve optimal resolutions.
• Champion the organization's products and services by advocating for customers' best interests.
• Review and verify customer reports to identify and rectify discrepancies.
• Maintain updated and accurate customer data within the CRM system.
• Handle administrative duties like processing and dispatching fuel cards.
• Identify and suggest improvements to business processes for enhanced efficiency.
• Engage proactively with customers and fleet contacts, going above and beyond to meet their needs.

Candidate Profile

• Exhibit patience, empathy, and a passion for clear and effective communication, always advocating from the customer's perspective.
• Show a natural curiosity and confidence in troubleshooting and investigating issues to resolve customer concerns promptly.
• Possess willingness to work within a team-oriented culture that prioritizes strong communication and collaboration.
• Successful candidates must pass Enhanced Security Clearance, including checks on employment history, family background, and financial status.

Additional Information

This position operates under KINTO-UK Ltd., a mobility brand within the Toyota Group, based in Portsmouth. Although HR services are shared with Toyota Financial Services UK, employment and responsibilities pertain to KINTO-UK Ltd exclusively.