Customer Service Advisor (Driver Support Advisor)

"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"

A Driver Support Advisor (DSA) is usually the first point of contact for the customer. A DSA will have varied duties and responsibilities such as managing complaints effectively, handling reports and most importantly assisting our customers with their queries and questions. This will be handled by inbound phone calls, emails, and in the future web chat with the aim to achieving customer excellence.

We are looking for a great advisor who is genuinely excited to help our customers. You will be patient, empathetic, and passionately communicative. You will love talking to our customers and will understand the value of amazing communication skills. DSA's must put themselves in our customers shoes and advocate for them when necessary. You must be naturally curious and confident troubleshooting and investigating to answer customer questions or resolve complaints. You will be working as part of a team and will need to build good relationships with other departments and customers. You will have experience using Microsoft Excel and Outlook.

Your Team Manager will also support you day-to-day alongside targeted coaching to help you be the best advisor you can be.

KEY RESPONSIBILITIES

• Working with multiple customers across the entire driver journey
• Handling queries into the helpdesk via phone, email, or web chat in the future
• Aim to resolve queries first time
• Build sustainable and trusted relationships through open and interactive communication
• Handle complaints, providing solutions and alternatives within agreed time limits to enable the best resolution
• Become an advocate of our products and services
• Review customer reporting, identifying and correcting errors or exceptions
• Update and maintain customer information within our CRM system
• Complete basic administration tasks, such as logging and posting fuel cards
• Identification and implementation of business and process improvements
• Go the extra mile to engage customers and fleet contacts

Requirements

ESSENTIAL SKILLS

• An extremely high level of professional communication and relationship building skills
• Excellent commitment and engagement with the business
• Ability to multi-task, prioritize, and organise your workload
• Enthusiasm for doing what is right for the customer
• Advanced customer complain resolution skills
• Track record of over-achieving call quality and customer satisfaction
• Accurate data entry

DESIRABLE SKILLS

• Experience within a Contract Hire or Fleet Management business, or the motor trade
• Good knowledge of Microsoft Office, particularly Excel and Outlook
• Ability to learn and master in house systems quickly
• Familiarity with CRM systems and practices

KEY ATTRIBUTES

• Like talking to customers on the phone
• Have a can-do-attitude which never flags
• Don't give up easily and takes pride in getting things right first time
• Enjoy achieving SLA and targets
• Can resolve tricky issues and keep smiling
• Learn from feedback quickly and positively
• Deliver on the promises you make
• Great attention to detail

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 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 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.