• £31,000
  • Permanent
  • Near Epsom, Surrey (location is most easily reached by own transport)
  • Hybrid working (3 days a week in the office)
  • Generous benefits package (Performance related bonus, Pension, access to their car scheme, Birthday voucher, Cycle Scheme, holiday purchase scheme, discounted onsite gym membership, subsidised Café and Canteen, 25 days holiday + all bank holidays)

TLP have been working with Toyota (GB) PLC for over 25 years and are a trusted partner.  This role will be employed by TLP (secondment to Toyota (GB) PLC)

Our client, a global automotive company, has an exciting opportunity for a Fleet & LCV Customer Support Coordinator.  Working with the C&NS department you will be responsible for building great relationships with Fleet, CH&L businesses and internal and external stakeholders to deliver outstanding specialist aftersales service to our Fleet customers.

C&NS : Providing first class support to the customers and network, driven by customer requirements and business direction.

What you’ll be doing

  • Empowered to deliver a range of services and support requirements to customers and business partners – all with a view to ensure customer satisfaction, brand awareness, loyalty and advocacy.
  • Reporting into the Fleet Specialist Supervisor you will be coordinating, often with other key TGB departments and third-party stakeholders, to ensure satisfactory provision of services needed to resolve customer issues. All delivered with a focused ‘Fleet Mindset’.
  • Communicating with customers, fleet business partners, leasing and contract hire companies, end user drivers and Centre network when head office support or intervention might be required
  • Implementing corrective measures when things go wrong. This could relate to network service levels, parts or tooling delays, vehicles off road for extended periods.
  • Assisting the Fleet Specialist Supervisor with repair, claim or vehicle usage pattern studies, Campaign coordination or other data analysis to inform effective decision making and customer solutions.
  • Feed into Product Quality and VOC reporting teams by identifying emerging customer and technical concerns relating to product and services.
  • Providing concentrated ‘concierge style’ additional support to ‘intensive care’ fleet customers – where commercial operations are being severely impacted by specific product or service level concerns.

Qualifications and experience you’ll need

  • This is a challenging but fulfilling customer-facing role, crucial to the success of the Toyota customer service operation.
  • You will be responsible for helping customers find solutions to operational and commercial challenges.
  • You will need to be a sympathetic individual with a good knowledge of customer needs. In particular, you’ll need to understand the particular requirements of fleet customers.
  • You will possess a natural confidence and the ability to formulate strong long term relationships with customers whilst always maintaining a ‘Customer First’ mindset in a busy environment.
  • You will need to be passionate about customer service; treat every customer as an individual, be interested to hear their story and make everyone feel that you genuinely care. It is also crucial that you have a strong work ethic but bring your sense of fun and enjoy contributing within a team.
  • While there are many facets to this highly rewarding role, the fundamental responsibilities focus on delivering effective customer communications, information supply and resolving problems.

Skills & Behaviours you’ll have

  • Experience in a customer facing environment
  • Confident with a customer first approach
  • Commercial mindset and sound understanding of aftersales operations and process
  • Attention to detail and process driven
  • Strong communication skills written and verbal with an inclusive mindset
  • High levels of curiosity and challenge to understand process and propose efficiencies.
  • Systems and web aptitude.
  • Ability to multi-task and prioritise activities, often under pressure.
  • A basic knowledge of vehicle anatomy is advantageous, but an engineering background is not required.

To apply for this job email your details to tlpresourcing@tlpco.com.