Customer Outcomes Executive

About the Role

Toyota Financial Services is dedicated to delivering exceptional customer service throughout the customer journey. We are seeking candidates to join our Customer Outcomes team specializing in arrears management, where you will support customers facing financial difficulties with empathy and professionalism. Maintaining compliance with regulatory standards, including Consumer Duty, your role will focus on providing positive customer resolutions.

Key Responsibilities

• Efficiently and promptly manage financial support activities, oversee customer accounts, and resolve issues in accordance with Toyota Financial Services policies and procedures.
• Interact with customers to identify personalized solutions, including affordable repayment plans, while prioritizing customer care and acknowledging their financial situations.
• Maintain thorough knowledge of Consumer Duty regulations, ensuring all collection activities adhere to legal and regulatory requirements, particularly for vulnerable customers.
• Ensure that all customer interactions reflect Toyota Financial Services' commitment to excellent customer outcomes by addressing queries and concerns ethically and with a customer-centric approach.

Experience and Qualifications

• Demonstrable experience in customer service, collections, or financial services roles.
• Previous involvement with arrears management, collections, and handling vulnerable customers.
• Solid understanding of Consumer Duty regulations and their application within financial services.
• Strong communication and interpersonal skills, capable of empathetic engagement with customers experiencing financial hardship.

Personal Attributes

• Proactive and self-driven, with the ability to operate independently.
• Adaptable and flexible in undertaking varied duties.
• Meticulous attention to detail.
• Collaborative team player who works well across departments.
• Effective time management and organizational skills.

Benefits

• Hybrid work structure: 2 days onsite in the office, 3 days remote.
• Access to car schemes for Toyota & Lexus vehicles for you and your family.
• Attractive pension plan with up to 6% employee and 15% employer contributions.
• Generous annual leave starting at 25 days, increasing with tenure, plus holiday purchase options.
• Private medical insurance covering you, partner/spouse, and dependents, including Digital GP services.
• Group income protection with coverage for physical, mental, and financial wellbeing services.
• Employee assistance program and various wellness initiatives, including onsite gym, flu vaccinations, and wellbeing hours.
• Inclusive workplace with Disability Confident Employer status and accommodation for recruitment accessibility needs.
• Additional perks such as eye tests, sports and social club, dress for your day policy, free parking, on-site restaurant, volunteering days, reward voucher discounts, flexible working options, personalized development reviews, extensive training opportunities, and contribution towards external learning activities.
• Annual social events including summer BBQs and festive Christmas gatherings.

Recruitment Process and Accessibility

We are committed to inclusivity and support applicants with disabilities throughout the recruitment process. Adjustments such as providing interview questions in advance, scheduling interviews at suitable times and locations, and additional time allowances for interviews or assessments are available upon request. Please inform us of any adjustments needed to support your best performance.