Customer Liaison Specialist

2 weeks ago


Leatherhead, United Kingdom RAC Full time

**About The Role**:
Excellent stakeholder management is required as you will be required to develop effective working relationships within HMUK as well being a role model for HCCC to both internal and external colleagues, demonstrating core business values.

Key Accountabilities
- To support the HCCC Leadership team in the delivery of contractual KPI’s as outlined by Hyundai Motor UK.
- Provide support to the Technical Liaison Specialist for complex cases that may include legal, the motor ombudsman and Executive Office contacts, and vehicle rejections.
- Provide an escalation point for customer queries and complaints where resolution is not possible at the initial point of contact, resolving the escalation before handing back to the Case Manager to continue customer journey.
- Respond in a timely manner to customer contacts, delivering in a tone that is fitting of an activity representing Hyundai Senior Leadership, ensuring mínimal level of effort for the customer whilst protecting the interest of the business.
- Demonstrate strong levels of quality on all interactions across all channels, demonstrating expectations through all training and documentation.
- Consistently deliver score of 80%+ through HCCC knowledge platform (Nelly) to demonstrate understanding of processes, both within HCCC and throughout HMUK, providing credibility to feedback provided to colleagues.
- Achieve set KPI’s consistently including:

- Demonstrate the ability to provide flexibility in order to support both the business and line manager if required.
- Assume other tasks upon reasonable request to support business needs with high quality outputs.

**Qualifications**

Previously from a customer centric role you will show that you have the ability to deal with challenging customers and dealers to reach positive outcomes

PC Literate - in particular good excel skills



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