Job Summary
We are seeking a dedicated Fleet Customer Experience Specialist to join our team. In this role, you will be responsible for delivering exceptional service to our fleet clients, ensuring their needs are met efficiently and effectively. The ideal candidate will possess strong communication skills, analysis capabilities, and familiarity with Salesforce and financial services. This position offers an excellent opportunity to contribute to customer satisfaction and optimise fleet operations through proactive engagement and problem-solving.
Duties
- Act as the primary point of contact for fleet clients, providing timely and professional support.
- Carrying out final quality control checks on vehicles prior to customer handover
- Utilise Salesforce to manage customer interactions, update records, and track service requests.
- Demonstrating vehicle controls and explaining the benefits of Connected Car and other relevant One Toyota services and products
- Supporting both dealerships with business customers
- Analyse customer data to identify trends, potential issues, and opportunities for service improvement.
- Collaborate with internal teams to resolve client concerns swiftly and accurately.
- Assist in developing customised solutions tailored to client requirements within the financial services sector.
- Working at offsite events both to help with the initial logistics of setting up but also to talk to prospects and customers and show them round the vehicles and take all relevant details
- Maintain comprehensive documentation of all customer interactions and resolutions.
- Contribute to continuous improvement initiatives aimed at enhancing the overall customer experience.
- Provide feedback on product or service enhancements based on client interactions.Experience
- Proven experience in a customer service or client management role, preferably within the financial services industry.
- Familiarity with Salesforce or similar Customer Relationship Management (CRM) platforms.
- Looking for any efficiencies or customer experience improvements that can be made and sharing this insight internally, and with Toyota if successfully implemented locally
- Strong communication skills, both written and verbal, with the ability to explain complex concepts clearly.
- Analytical skills with the ability to interpret data and generate actionable insights.
- Experience working in a fast-paced environment with a focus on customer satisfaction.
- Ability to work collaboratively across teams to achieve shared goals. This role offers an engaging environment where your expertise in customer relations and analysis will directly impact client satisfaction and operational efficiency. We value proactive individuals who are organised, solution-oriented, and committed to delivering outstanding service within the fleet management sector.
Experience you’ll gain:
- A thorough understanding of the Toyota vehicles and how to hand over and demonstrate them
- How to drive a hybrid and battery electric vehicle efficiently and how to coach on this behaviour
- How to capture data in a GDPR compliant manner and present the products in their best light
How we’ll support you:
- Monthly 1-2-1s and quarterly reviews
- Regular and constructive feedback
- Open and transparent communication
- Coaching to develop skills and competencies
How you could stretch this role:
- Taking the lead with implementing new ideas to improve efficiency and customer experience
- Sharing best practice to other Customer Experience colleagues in the Group, and wider Network
- Working with other departments across the Group to ensure Fleet is mainstreamed across the business
- Proactively identifying One Toyota upsell opportunities and feeding these back to the Business Centre team
- Identifying potential prospects when out at events or delivering a vehicle and passing these leads to the Business Centre team
- Customer experience at point of vehicle handover
What you’ll get to own:
- Logistics around the site and compound
- Pipeline management of the Business Centre order bank
Logistics and vehicle preparation In line with our Talent Enablement culture, we will give you ownership and encourage you to deliver outcomes that lie outside of the remit of this Job Profile. We do this to give you extra experience, to stretch and develop you within your role, enabling you to be the best you can be.
Qualifications and experience you’ll need:
- Customer handling experience with acustomer 1st’ approach
- Good level of general education - at least GCSE English and Math's and ideally A-Levels or an equivalent qualification
Skills & Behaviors you’ll have:
- Ability to build and maintain effective relationships
- Confidence and ability to talk to contacts internally and externally, at all levels
- Ability to work unsupervised and as part of a team
- A passion for giving a superior Customer Experience
- An interest in learning the details about the Toyota and Lexus range of vehicles
- Strong attention to detail
Essential job criteria:
- Eligibility to work in the UK
- A full UK driving licence
- Flexibility to work hours required to carry out the role effectively and to travel to training sessions
Pay: £19,000.00-£45,000.00 per year
Benefits:
- Casual dress
- Company pension
- On-site parking
Work Location: In person
