Overview
At Honda, we embrace inclusion in our policies. Our contracts state that hours are as required to fulfil the role with a minimum of 35 hours per week, with flexibility for when you work. Regular office hours are 08:00 – 16:00, Monday to Thursday with a half hour lunch break, and 08:00 – 13:00 on Friday. We offer daily flexible start times between 07:00 and 11:00, subject to business requirements. While there is no contractual right to work from home, you may request to work from home 2 days per week, again subject to business requirements.
Role
The Customer Relations Coordinator supports our Customer Operations objective of delivering industry-leading customer experience to maximise customer retention and loyalty.
The Coordinator resolves complex Level 3 customer escalations, which may involve the legal department, factory investigations, complex technical diagnosis, and occasional visits to the dealer or the European Automobile Quality department. The role manages and resolves difficult customer situations in line with The Financial Conduct Authority and Consumer Duty regulations once escalated from the Level 2 team. Key skills include empathy, understanding of the customer situation, and identifying solutions that maintain customer confidence while balancing commercial considerations. The role manages all customer and dealer communication for all product lines (Automobile, Motorcycle, ATV, Lawn & Garden, Marine and Industrial) Level 3 complaints. This is a non-inbound role focusing on resolution within agreed SLAs.
Main Responsibilities
- Represent Honda values and customer experience by resolving complex Level 3 complaints in a timely, positive way.
- Maintain excellent communication skills across all channels: outbound calls, email, letters, and face-to-face meetings.
- Communicate with dissatisfied customers, clearly set expectations, and maintain follow-up through effective time management and communication.
- Gather information from customers, the Dealer network, and internal departments to make commercial, customer-friendly decisions that drive retention.
- Ensure all enquiries are recorded in the customer tracking system and coded correctly; use information to improve the business for customers and to report to Senior Management and Research & Development.
- Deal with high-level cases, including collaboration with the legal department and Service Quality division to comply with procedures.
- Identify process gaps within the team and implement countermeasures to streamline processes and add value to the customer experience.
- Utilise the goodwill budget consistently and sensibly to assist customers when justifiable.
- Process incoming invoices or create Purchase Orders to ensure suppliers and dealers are paid within set timelines.
- Take ownership of escalated, high-cost contacts from the dealer network to ensure adherence to processes and timely resolution.
- Work independently to make sound business decisions with customers to drive retention and protect the Honda brand.
- Ensure customers are treated fairly and in line with The Financial Conduct Authority guidelines, with responses within required timeframes.
- Coordinate with the Data Protection Manager on all Subject Access Requests or Data Breaches, ensuring completion within necessary timeframes.
Qualifications, skills and experience
Required
- Excellent team player in a busy environment.
- Empathetic and customer-centric approach.
- Self-motivated with ability to make logical decisions independently.
- Flexible and adaptable, balancing priorities and meeting tight deadlines.
- Confidence to work with Honda systems.
- Strong interpersonal, communication, and relationship-building skills with the ability to interact with customers, external partners, and peers.
- Strong attention to detail.
- Experience dealing with challenging situations with the ability to stay calm and patient.
Desirable
- Previous complaint management experience in a customer environment.
- Previous complaint management experience in an FCA-regulated environment.
Commitment to Diversity
Honda is committed to equal opportunity in the workplace for all employees, temporary workers, contractors, applicants and visitors. Honda promotes respect for individual differences and talents and strives to foster a culture of belonging consistent with Honda’s core values. We recognise that a diverse workforce allows for different ideas and perspectives and encourage everyone to share them. We recruit, hire, train and promote the most qualified individuals without regard to race, origin, religion or belief, gender, sexual orientation, age, disability or any other protected characteristic.
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