Contract - Customer Relations Coordinator

Contract – Customer Relations Coordinator

At Honda we embrace inclusion in our policies, and the role is structured 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. Daily flex-time start is between 07:00 and 11:00, provided there is no business requirement to attend the office. There is no contractual right to work from home, but you can request to work from home up to 2 days per week, again subject to business requirements.

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 role 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 our Level 2 team. Key skills include empathy and understanding, identifying solutions that maintain customer confidence in the brand while balancing commercial considerations.

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 allowing focus on resolving the case within the agreed SLAs.

The ideal candidate will have excellent problem-solving skills to facilitate key decision making on behalf of Honda and will be adept at building relationships with customers, internal departments and key stakeholders. This associate will also 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.
• Maintain excellent communication across all channels of customer contact: outbound phone calls, email, letters and in-person meetings.
• Confidently communicate with dissatisfied customers, set expectations clearly and follow up in a timely manner.
• Gather all necessary information from the customer, 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 to inform business improvements and reporting to senior management and R&D.
• Deal with high-level cases, including collaboration with the legal department and Service Quality division to comply with procedures.
• Proactively identify process gaps within the team and implement countermeasures to streamline processes and enhance the customer experience.
• Utilise the goodwill budget consistently and sensibly where there is clear justification.
• 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 timely resolution and adherence to processes.
• 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 FCA guidelines and respond within required timeframes.
• Coordinate requests from the Data Protection Manager regarding Subject Access Requests or Data Breaches, ensuring completion within necessary timeframes.

Qualifications, skills and experience

Required

• Excellent team player who works well in a busy environment.
• Naturally empathetic and customer centric.
• Self-motivated with ability to make logical decisions using initiative.
• Flexible and adaptable with the ability to balance priorities and meet 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.
• Strong attention to detail.
• Experience dealing with challenging situations with the ability to stay calm and patient.
• Previous complaint management experience in a customer environment.
• Previous complaint management experience in an FCA-regulated environment.

Honda is committed to equal opportunity in the workplace for all employees, temporary workers, contractors, applicants and visitors. Honda also encourages respect for individual differences and talents while making full use of one’s 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 consistent with Honda’s core values and how we work and respect each other. Diversifying our workforce means increasing its overall strength by providing equal opportunities regardless of personal characteristics or previous careers.

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

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