Contract - Customer Relations Coordinator

At Honda we embrace inclusion in our various policies, so 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. However, 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.

The ideal candidate will have excellent problem-solving skills which facilitates key decision making on behalf of Honda and great at building relationships with customers, all internal departments and key stakeholders. In addition, this associate will be the link for the Customer department, the dealer network and the area field teams.

Main Responsibilities

• Represent Honda values and customer experience to each and every customer by resolving complex Level 3 complaints in a timely, positive way.
• Have 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 and 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 in order 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.
• Able to work independently to 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 completed within the necessary timeframes.

Required
Qualifications, skills and experience:

• Excellent team player that works well in a busy environment.
• Naturally empathetic and customer centric.
• Self-motivated and capable to make logical decisions using your own initiative.
• Flexible and adaptable approach to work, balancing priorities and working to tight deadlines.
• Confidence to work with Honda systems.
• Excellent interpersonal, communication and relationship building skills with the confidence to communicate with customers, external partners and peers in an articulate manner.
• Strong attention to detail.
• Experience of dealing with challenging situations with the ability to stay calm and patient.

Desirable

• Previous complaint management experience in a Customer environment.
• Previous complaint management in an FCA regulated environment.

Honda is committed to the principle of equal opportunity in the workplace for all employees, temporary workers, contractors, applicants and visitors. Honda also encourages respect for the individual differences and talents of others while making full use of one's own abilities, based on Honda's philosophy of respect for the individual.

At Honda, we value and celebrate diversity and are committed to being a fair, non-discriminatory company that promotes and welcomes the uniqueness and differences of people around the world. We recognise that a diverse workforce allows for different ideas and perspectives, and we encourage everyone to share them. We strive to foster a culture of belonging that is consistent with Honda's core values and lived out in the way we work and respect each other. For us at Honda, diversifying our workforce means increasing its overall strength by providing people with equal opportunities - regardless of personal characteristics or previous careers.

This commitment flows directly from the Honda philosophy and the belief that we are all working towards a common goal. Honda recruits, hires, trains and promotes the most qualified/experienced individuals at all levels without regard to race, origin, religion or belief, gender, sexual orientation, age, disability or any other protected characteristic.