Customer Outcomes Executive

At Toyota Financial Services, we pride ourselves on offering the highest levels of service to our customers, always enhancing the customers end to end journey.We are looking for individuals to join our Customer Outcomes (arrears) team, where you will provide effective arrears support to our Customers.Using your listening skills, you will communicate with customers always showing empathy and professionalism, adhering to regulatory standards (including Consumer Duty) at all times, maintaining the focus of delivering good customer outcomes.The Role:Responsible for the efficient and timely execution of financial support, managing customer accounts, and resolving issues in line with Toyota Financial Services policies and proceduresEngage with customers to identify tailored solutions that ensure positive outcomes, including affordable repayment plans, whilst maintaining a high level of customer care and consideration of their financial circumstancesMaintain a strong understanding of Consumer Duty regulations, ensuring all collections processes comply with the relevant legal and regulatory requirements, especially around fair treatment of vulnerable customersEnsure that all interactions align with Toyota Financial Services' commitment to delivering excellent customer outcomes, working to resolve queries and concerns in a manner that is both ethical and customer-focusedRequirementsExperience & Skills:Proven experience in a customer service, collections or financial services roleStrong understanding of Consumer Duty regulations and their application in a financial services environmentExcellent communication and interpersonal skills, with the ability to engage empathetically with customers who are in financial difficultyAttributes & Behaviours:Self-motivated, able to work effectively under your own initiativeFlexible attitude towards dutiesKeen attention to detailTeam-orientated, able to work efficiently with other departments within the organisationStrong time management and organisational skillsBenefitsAt Toyota Financial Services (TFS) it is more than just an externally bench-marked salary and bonus, we also offer:Hybrid working pattern is 2 days in the office and 3 days from a location of your choiceAccess to attractive car schemes for you (& your family) for Toyota & Lexus carsExcellent pension scheme (up to 6% employee contribution and 15% employer contribution)Generous annual leave of 25 days which increases with service and holiday purchase optionPrivate Medical Healthcare (single, partner/spouse and dependent children) with Digital GP ServiceGroup Income Protection cover with Aviva including physical, mental, and financial wellbeing servicesEmployee Assistance ProgramEye testsOnsite gym, Sports and Social Club, & flu jabs to keep you healthyWellbeing hour each month and many more initiatives throughout the year to encourage a healthy mind and body, and to raise awareness and celebrate diversity, equity and inclusionDress for your day policy to make you feel comfortable at workEco HQ, free parking & restaurantTwo volunteering days per yearReward gateway voucher discountsFlexible working scheme and we welcome flexible working conversations at interviewRegular 121s with your manager, a personal development review (PReview) each quarterA wide range of learning & development opportunities including Linked In Learning courses£250 contribution towards you learning something new outside of workAnnual events (e.g., summer party, BBQ & Xmas party) including Countdown to Christmas events every December - it is so much fun!Our Recruitment ProcessAt Toyota Financial Services (TFS) we value everyone and are pleased to be recognised as a Disability Confident Employer.We are committed to supporting disabled applicants throughout the recruitment process. Should you meet the minimum criteria for this role and wish to apply under the DC scheme, you may be moved forward to the next stage. Please ensure to add this information into your application.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 interviewOrganising a time and location that best suits youAllowing additional time for the assessment and interviewWe are happy to review any adjustment on a case-by-case basis to support you to be your best self.