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For Companies At a Glance
- Tasks: Manage customer concerns and ensure exceptional service while supporting legal compliance.
- Company: Join a reputable company dedicated to outstanding customer relations.
- Benefits: Competitive salary, career growth, and a supportive work environment.
- Other info: Dynamic role with opportunities for personal and professional development.
- Why this job: Make a real difference in customer experiences and enhance your professional skills.
- Qualifications: Experience in customer service or legal roles is a plus.
The predicted salary is between 30000 - 35000 £ per year.
Location: Chelmsford, Essex
Employment type: Full-time
Contract: Perm
Salary: up to £35,000 per year
Role Overview
Play a key role in protecting and enhancing Saxtons’ reputation for exceptional customer service while ensuring the business operates in line with relevant legal and regulatory requirements. This role combines escalating customer resolution management with paralegal-level regulatory and legal support. The successful candidate will act as a central point of contact for complex customer matters, including disputes, regulatory complaints and small claims cases. Working closely with the Legal Case Handler and Senior Business Executive, the role will support the business in maintaining regulatory compliance and resolving issues before they escalate. The position will also provide operational support to the Senior Business Executive, assisting across a range of business functions including compliance, contracts, complaints management, legal administration and elements of general business operations.
Key Responsibilities
- Act as the primary point of contact for escalated customer concerns and complex aftersales matters.
- Manage cases from initial escalation through to final resolution, ensuring fair, professional and timely outcomes.
- Investigate disputes by reviewing documentation, gathering evidence and liaising with customers and internal departments.
- Support the business in resolving issues before they escalate into formal disputes, regulatory complaints or legal action.
- Ensure complaints are recorded, acknowledged and handled in line with company procedures and regulatory expectations.
- Work alongside the customer service team to manage and resolve high-level or sensitive customer cases.
- Provide paralegal-level support on legal and regulatory matters relating to vehicle sales, consumer rights, finance agreements and compliance obligations.
- Assist with claims cases, preparing documentation, evidence packs and correspondence.
- Prepare and distribute formal correspondence including complaint responses, legal notices and regulatory responses.
- Maintain organised and confidential records of legal documentation, investigations and complaint files.
- Work closely with the in-house Legal Case Handler on complex matters to ensure appropriate resolution and risk mitigation.
- Support the business in ensuring compliance with relevant FCA regulations and consumer protection legislation.
- Provide administrative and operational support to the Senior Business Executive, assisting with day‑to‑day business management matters.
- Assist with coordination and documentation relating to contracts, compliance processes and business policies.
- Support cross‑departmental matters involving customer care, legal and compliance matters and operational improvements.
- Assist with ad hoc projects relating to business operations, governance and regulatory processes.
- Maintain accurate case records.
- Track case progress and ensure documentation is properly recorded and stored.
- Assist in producing reports on trends, recurring issues and operational risks.
- Support continuous improvement of case management and compliance processes.
Person Specification
Experience
- Previous experience within the motor trade or automotive sector (desirable).
- Experience handling customer complaints, disputes or case management.
- Experience working in a legal, regulatory, compliance or paralegal‑style role.
- Familiarity with small claims processes or dispute resolution (desirable).
Knowledge
- Understanding of consumer protection legislation.
- Knowledge of FCA regulations and compliance requirements (desirable).
- Awareness of regulatory obligations within vehicle sales and finance.
Skills
- Strong investigation and problem‑solving skills.
- Excellent written and verbal communication.
- High attention to detail and strong organisational ability.
- Ability to manage multiple cases simultaneously.
- Professional, calm and confident approach when dealing with complex or sensitive matters.
- Strong administrative and documentation skills.
- Proficiency in Microsoft Office.
Work Location: In person
Customer Relations Coordinator in Chelmsford employer: Saxtons
Contact Detail:
Saxtons Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Coordinator in Chelmsford
✨Tip Number 1
Network like a pro! Reach out to people in the automotive sector or customer relations. Attend industry events or join online forums. You never know who might have a lead on that perfect role!
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service and dispute resolution. Think about your past experiences and how they relate to the role. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've handled complex customer issues. This will demonstrate your ability to manage escalated cases effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Relations Coordinator in Chelmsford
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Relations Coordinator role. Highlight your experience in handling customer complaints and any relevant legal or regulatory knowledge you have. We want to see how your skills match what we're looking for!
Showcase Your Communication Skills: Since this role involves a lot of communication, be sure to demonstrate your written and verbal skills in your application. Use clear and professional language, and don’t forget to proofread for any typos or errors. We love attention to detail!
Highlight Relevant Experience: If you've worked in the motor trade or have experience with dispute resolution, make that front and centre in your application. We’re keen on candidates who can bring their past experiences to the table, especially in customer service and compliance.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Saxtons
✨Know Your Stuff
Make sure you brush up on consumer protection legislation and FCA regulations. Being able to discuss these topics confidently will show that you're serious about the role and understand the legal landscape you'll be working in.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully managed customer complaints or disputes in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your strong investigation and problem-solving skills.
✨Be Organised
Bring a notepad or digital device to jot down important points during the interview. This shows that you’re detail-oriented and can manage multiple cases simultaneously, which is crucial for the Customer Relations Coordinator role.
✨Practice Your Communication
Since excellent written and verbal communication is key, practice articulating your thoughts clearly. You might even want to rehearse common interview questions with a friend to ensure you come across as calm and professional, especially when discussing complex matters.