Contract - Customer Team Support Coordinator

At Honda we embrace inclusion in our various policies, so 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, providing there is no business requirement to attend the office. The working hours are 35 hours 8-4 or 9-5 Monday to Friday. There is the option to take a 30-minute lunch over 4 days so that the fifth day will be a 1pm or 2pm finish. This early finish will vary to ensure that there is good resource coverage within the team.

The successful candidate will be an important member of the Customer Department, responsible for delivering efficient administrative support to both the Customer Team and customers throughout the agreement lifecycle. This role is essential in providing a seamless customer experience while ensuring compliance with all regulatory requirements.

You will work collaboratively with various business functions, maintaining clear communication and coordination across teams. Reporting to the External Partner Section Manager, you will also engage with senior management and other key areas to align with departmental and organisational goals.

Key responsibilities include:

• Working complex cases, managing voluntary and hostile vehicle collections, deceased estates or vulnerable cases.
• Collaboration with internal and external stakeholders is essential to maintaining accuracy and ensuring the right customer outcome.
• Overseeing regular reporting to support decision-making and meet regulatory requirements.
• Preparing performance reports, ensuring data accuracy, analysing trends and providing insight for the business.

This role is subject to satisfactory references to include a DBS Check and Financial Check.

Main Responsibilities:

• Manage written correspondence requirements for the department including the management of email inboxes and responding to customers.
• Banking and invoice management.
• Raise incidents within ticket management system and attend meetings with external parties to provide insight on tickets raised.
• Update all department procedures and supporting documentation by seeking to improve processes.
• Administer proof of debts for IVA/Trust Deed referrals.
• Make internal referrals on fraud related incidents.
• Creation of legal packs and statement of accounts and ensure legal instructions are sent/received within agreed Service Levels.
• Assist in any projects and system upgrades when required.
• Proactively seek to improve processes and procedures within department.
• Recognise and support any vulnerable customers.
• Assisting with credit amendments to customer accounts with Credit Reference Agencies.
• Produce management information to support the management of the Department and inform senior managers.

Required Qualifications, skills and experience:

• Proven organisational skills, with the ability to prioritise, multitask and meet deadlines, which can come with an element of working under pressure.
• Experience in preparing and analysing reporting data.
• Quality conscious with an eye for detail.
• Confident at communicating with internal and external customers at all levels via telephone and email.
• A customer focused mindset with the ability to build rapport and maintain professionalism.

Desirable:

• Motor Finance experience would be an advantage.
• Familiarity with Financial Conduct Authority (FCA) regulations and treating customers fairly (TCF) principles.
• Experience in handling customer accounts, including arrears management and debt recovery processes.
• Background in managing sensitive customer data involving but not limited to, vulnerable customers or deceased estates.

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.