Job Title – Customer Relations Co-ordinator
Reporting To – Senior Business Executive
Department – Compliance, Legal & Business Operations
Role Overview
Play key role in protecting and enhancing Saxtons’ reputation for exceptional customer service while ensuring the business operates in line with relevant legal and regulatory requirements.
This role combines escalating customer resolution management with paralegal‑level regulatory and legal support. The successful candidate will act as central point of contact for complex customer matters, including disputes, regulatory complaints and small claims cases.
Working closely with the Legal Case Handler and Senior Business Executive, the role will support the business in maintaining regulatory compliance, and resolving issues before they escalated.
The position will also provide operational support to the Senior Business Executive, assisting across a range of business functions including compliance, contracts, complaints management, legal administration and elements of general business operations.
The role requires a commercially aware, solutions‑focused and highly organised individual who can confidently manage complex situations, communicate professionally with customers and stakeholders, and ensure issues are handled efficiently and fairly.
Key Responsibilities
Customer Resolutions
- Act as the primary point of contact for escalated customer concerns and complex aftersales matters
- Manage cases from initial escalation through to final resolution, ensuring fair, professional and timely outcomes
- Investigate disputes by reviewing documentation, gathering evidence and liaising with customers and internal departments
- Support the business in resolving issues before they escalated into formal disputes, regulatory complaints or legal action
- Ensure complaints are recorded, acknowledged and handled in line with company procedures and regulatory expectations
- Work alongside the customer service team to manage and resolve high‑level or sensitive customer cases
Legal & Regulatory Support
- Provide paralegal‑level support on legal and regulatory matters relating to vehicle sales, consumer rights, finance agreements and compliance obligations
- Assist with claims cases, preparing documentation, evidence packs and correspondence
- Prepare and distribute formal correspondence including complaint responses, legal notices and regulatory responses
- Maintain organised and confidential record of legal documentation, investigations and complaint files
- Work closely with the in‑house Legal Case Handler on complex matters to ensure appropriate resolution and risk mitigation
- Support the business in ensuring compliance with relevant FCA regulations and consumer protection legislation
Executive & Operational Support
- Provide administrative and operational support to the Senior Business Executive, assisting with day‑to‑day business management matters
- Assist with coordination and documentation relating to contracts, compliance processes and business policies
- Support cross‑departmental matters involving customer care, legal and compliance matters and operational improvements
- Assist with ad‑hoc projects relating to business operations, governance and regulatory processes
Reporting & Administration
- Maintain accurate case records
- Track case progress and ensure documentation is properly recorded and storedAssist in producing reports on trends, recurring issues and operational risks
- Support continuous improvement of case management and compliance processes
Person Specification
Experience
- Previous experience within the motor trade or automotive sector (desirable)
- Experience handling customer complaints, disputes or case management
- Experience working in a legal, regulatory, compliance or paralegal‑style role
- Familiarity with small claims processes or dispute resolution (desirable)
Knowledge
- Understanding of consumer protection legislation
- Knowledge of FCA regulations and compliance requirements (desirable)
- Awareness of regulatory obligations within vehicle sales and finance
Skills
- Strong investigation and problem‑solving skills
- Excellent written and verbal communication
- High attention to detail and strong organisational ability
- Ability to manage multiple cases simultaneously
- Professional, calm and confident approach when dealing with complex or sensitive matters
- Strong administrative and documentation skills
- Proficiency in Microsoft Office
Work Location: In person
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