Customer Service – Downtime Associate

Job title:

Customer Service – Downtime Associate

Company

KINTO

Job description

This role that you are applying for, will be working for KINTO-UK Ltd which is a Mobility Brand owned by the Toyota Group, offices located in Portsmouth. KINTO-UK share their HR function with Toyota Financial Services (TFS) in the UK, however the job being advertised will not be working directly for Toyota Financial ServicesJob RoleYou will be responsible for building and maintaining effective client relationships and delivering the lead in customer experience. Effective communication with internal teams is essential in exceeding our client expectations and customer satisfaction measured through our net promoter and customer satisfaction scores.To pro-actively monitor and manage all vehicles off road (VOR) as well as having close regular dialogue with garages so that each vehicle is repaired and reunited with its driver as quickly as possible.To ensure that all key stages in the repair cycle are proactively managed, from the moment the vehicle is booked in, through to work completion and vehicle return, while remaining in close contact with our technical or Premier teams to quickly resolve any potential hold-ups.Responsibilities

• Provide a point of contact for a range of customer queries via telephone and email.
• Pro-actively monitor and manage Downtime on KINTO Fleet vehicles during service, maintenance and repair work.
• Liaise with internal departments and external partners to resolve customer queries in an effective and efficient manner.
• Ensuring compliance and security procedures are adhered to.
• Adhere to clients SLA’s and KPI’s.

RequirementsEssential Skills

• Strong customer focus, first time resolution
• Effective complaint handling
• Organised to manage own workload
• Problem solving, solutions focused
• Self-motivated with enthusiasm to succeed
• Excellent call & email quality

Desirable Skills

• Open-mindedness
• Learning/adaptability skills
• Fleet industry awareness
• Negotiation and persuasion
• Perseverance
• Ability to work under pressure

Benefits

• Competitive starting salary

• Bonus earning potential

• 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

• Company Car Scheme following passing of probation

• Private Medical Cover

• Life assurance scheme

• Discounts on different retailers

• Wellbeing hour each month

• Discounts on Toyota & Lexus cars

• Volunteer Days

• Wellbeing events

• Employee assistance programmes

• Free fruit in the office

• Free onsite car parking

• Working Hours 37.5 per week Monday – Friday

• Hybrid working policy 2 days from home each week should you want to

KINTO UK is an equal opportunities employer. We welcome applications from anyone who is excited by the opportunity of joining us and will thoroughly consider all applications without attention to ethnicity, religion, sexual orientation, gender, identity, family or parental status, national origin, veteran, neurodiversity status or disability statusOUR RECRUITMENT PROCESSAt KINTO we value everyone and are pleased to be recognised as a Disability Confident Employer, which is a national standard that ensures our processes are accessible to all.For this role we follow a 1st and 2nd round interview process with a member of HR and the hiring Manager/s. The interview will be via Teams and/or Face to Face, so that we ensure you have the best experience.Everyone is unique, and that means what works for some may not work for everyone. When it comes to recruitment, please do let us know if we can adjust our process to be meet your accessibility needs.Some examples of how we might be able to help are listed below:

• Providing a copy of interview questions before the interview

• Organising a time and location that best suits you

• Allowing additional time for the assessment and interview

We are happy to review any adjustment on a case-by-case basis, so please let us know how we can support you to be your best self.On the job training will be provided, we recognise we all learn differently, and we want to ensure that our training will suit your learning style. We are open to talking to you about how we can make learning your new role in the most positive way.

Expected salary

Location

Portsmouth

Job date

Thu, 17 Oct 2024 22:29:03 GMT

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