Customer Experience Executive - 9 month FTC

The role in a nutshell: The Customer Experience Specialist role is a 9 month fixed-term contract until 19th July 2027. This role is responsible for ensuring all KINTO departments deliver excellent outcomes for all our customers by acting as the voice of the customer.

A bit about the ‘Department’: To department is dedicated to increasing KINTO’s customer satisfaction results whilst ensuring that we fulfil our contractual and regulated requirements when handling complaints.

What you’ll be doing:

• Analyse CSI and complaints data to identify trends, creating various reporting and offer recommendations across the business, with the aim to reduce complaint levels, improve customer satisfaction, reduce expenditure and optimise the experience.
• Support and coach KINTO colleagues and managers to resolve customer issues and implement process improvements using Kaizen methodology.
• Evidence all improvements undertaken because of poor feedback.
• Highlight areas of repeated failures and improvement opportunities to the relevant Managers.
• Review and contact all negative CSI scores <-6 and below) when the customer has expressed an interest in having further contact and log and track all recommendations, improvements and outcomes.
• Have a clear understanding of how to deliver fair, timely, and excellent customer outcomes according to company policy, and support all KINTO people to do the same.
• Assist the Customer Experience Manager in tracking and reporting KPI’s and be proactive in Kaizen to drive improvements.
• Manage and update our CSI platform.
• Help to evolve all customer experience policies, processes and procedures to ensure compliance in line with new products and services as they are added to the KINTO UK portfolio, working closely in particular with the Knowledge Manager.
• Support the business with competitions and reward and recognition events where required.

How you could stretch this role:

• Offer training for new and existing staff regarding customer satisfaction and complaint management.
• Work with the Institute of Customer Services to understand UKCSI and how our membership can support the overall Customer Experience at Kinto.
• Gain a deeper understanding of how to handle regulated customers and be able to confidently build a FOS case file.
• Presenting the results from the KPI boards.

Experience you’ll gain:

• Discussion and presentation of data and findings to multi levels within Kinto, customers and third parties
• Deeper understanding of customer experiences trends and needs via interaction with the ICS
• Working groups with other Toyota business units
• Training and enhanced knowledge of regulation
• How to deliver an exceptional customer experience to all Kinto customers and suppliers,

How we’ll support you:

• A full KINTO induction
• Provide a great learning opportunity to develop the core skills required to excel in the role.
• Give you the space and opportunity to be your whole self at work.
• Foster a learning culture, providing you with clear and constructive feedback, and encouraging you to do the same.

As a manager:

• Regular 1:1’s to provide direction and guidance
• Clear objective setting via our performance management process
• On-going coaching as required.
• Always available for support as needed.

What you’ll get to own:

• Generating business reports
• Caseload of survey feedback and complaints in
• Microsoft Dynamics cases

Requirements

Essential:

• Please note that all KINTO-UK Ltd employees are required to undergo and successfully obtain Enhanced Security Clearance. These checks include verification of employment history, family background, and financial records.

Key Experience & Skills:

• Demonstrates ability to build strong relationships across KINTO departments and with customers.
• Competent user of Microsoft Excel
• Accurate data handling
• Strong problem-solving and analytical skills
• Able to manage multiple priorities effectively
• Good written and verbal communication
• At least 2 years of Customer Service experience

Attributes & Behaviours

• Strong focus on delivering against our service level agreements
• A diligent individual with exceptional organisation skills
• A positive and enthusiastic attitude
• Adaptable and agile
• Can create an environment where our colleagues feel empowered to put the customer first and consistently deliver a high-quality service
• Able to set and monitor clear targets and smart objectives 

 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 Services.

Benefits

• 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
• Hybrid working policy 2 days from home each week should you want to
• Car Scheme following passing of probation
• Private Medical Cover
• Life assurance scheme
• Discounts on different retailers
• Free onsite car parking
• Onsite nursery with discounted prices
• Well-being hour each month
• Discounts on Toyota & Lexus Cars
• Well-being events
• Volunteer Days
• Employee assistance programmes
• Free fruit in the office

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 status.

Our Recruitment Process:

At 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.

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 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.