Contract - Customer Relations Coordinator

At Honda, we embrace inclusion in our various policies. Whilst our contracts state that the hours are as required to fulfil the role with a minimum of 35 hours per week, we offer flexibility for when you work. The regular office hours are 08:00 – 16:00 Monday to Thursday with a half-hour lunch break & 08:00 – 13:00 on a Friday. We offer flexibility of when you work with our daily flex-time start of between 07:00 and 11:00, providing that there is no business requirement.

Whilst there is no contractual right to work from home, the flexibility we offer is that you can request to work from home 2 days per week, again providing there is no business requirement to attend the office.

Role

The Customer Relations Coordinator is an important role in supporting our Customer Operations objective of being industry-leading in customer experience to maximise customer retention and loyalty.

The Customer Relations Coordinator resolves complex Level 3 customer escalations. Level 3 are very complex cases which could involve the legal department, factory investigations, complex technical diagnosis, and occasional visits to the dealer or the European Automobile Quality department.

The role is responsible for managing and resolving difficult customer situations in line with The Financial Conduct Authority and Consumer Duty regulations once escalated from our Level 2 team. Key skills are showing empathy and understanding of the customer situation, identifying solutions that maintain the customer confidence in the brand whilst balancing the commercials.

The role manages all customer and dealer communication for all product (Automobile, Motorcycle, ATV, Lawn & Garden, Marine and Industrial) Level 3 complaints. This is a non-inbound role giving the time to focus on resolving the case in the best way within the agreed SLAs.

This role is offered on a contract basis for a duration of 12 months.

Main Responsibilities

• Represent Honda values and customer experience to every customer by resolving complex Level 3 complaints in a timely, positive way.
• Display excellent communication skills across all channels of customer contact: outbound phone calls, email, letters, and exceptional times face-to-face meetings.
• Confidently communicate with dissatisfied customers, clearly set expectations, and always keep promises in re-contacting through exceptional time management and excellent communication skills.
• Gather all necessary information from the customer, dealer network, and internal departments to make commercial, customer-friendly decisions to drive retention.
• Ensure all enquiries are recorded onto the customer tracking system and coded correctly. The information is then used to improve the business for the benefit of the customer and to report to the Senior Management Group and Research and Development.
• Deal with high-level cases including working with our legal department and Service Quality division in order to comply with all procedures.
• Proactively identify any process gaps within the team and create relevant countermeasures to ensure they are streamlined and add value to our customer experience.
• Utilise the goodwill budget in a consistent, sensible way to help our customers when there is clear justification.
• Process incoming invoices or create Purchase Orders to ensure our suppliers and dealers are paid within set timelines.
• Take ownership for escalated, high-cost contacts from dealer network to ensure all process is adhered to and a timely resolution to the dealer.
• Be able to work independently and make sound business decisions with customers in order to drive retention and protect the Honda brand.
• Ensure that customers are treated fairly and in line with The Financial Conduct Authority’s guidelines and customers are responded to in the correct timeframes.
• Take responsibility for all requests from Data Protection Manager on all Subject Action Requests or Data Breaches, ensuring they are completed within the necessary timeframes.