Customer Solutions Manager

Summary: The Customer Solutions Manager will lead and motivate a team within the Customer Solutions department to ensure optimal customer outcomes during a twelve-month contract. The role involves managing daily activities, achieving performance targets, and developing strategies for customer engagement and loan promotions. The manager will also conduct performance reviews and ensure compliance with Financial Conduct Authority requirements. This position emphasizes a customer-first attitude and continuous improvement in processes.

Key Responsibilities:

• Manage day-to-day activities of the Customer Solutions team to ensure effective phone queue management and outbound call targets.
• Conduct performance reviews and monitor objectives for direct reports.
• Grow the portfolio of Non-Toyota Loans and develop customer contact strategies.
• Implement regular reporting to manage end-of-contract customer options and outcomes.
• Promote Non-Toyota Loans and Friends and Family finance opportunities through TFSUK.
• Ensure compliance with Financial Conduct Authority requirements and customer outcomes.
• Collaborate with internal and external parties to understand customer behavior.
• Involvement in ad hoc projects to improve Customer Solutions procedures.

Key Skills:

• Previous management and leadership experience.
• At least 6 months experience in a Customer Solutions role.
• Good understanding of end-of-contract processes.
• Sales and/or sales management experience.
• Strong written and verbal communication skills.
• Self-motivated and proactive work ethic.
• Good time management and organizational skills.
• Strong leadership and coaching abilities.
• Customer-first attitude.

Salary (Rate): undetermined

City: Epsom

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: undetermined

Seniority Level: undetermined

Industry: Other