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For Companies At a Glance
- Tasks: Manage customer concerns and ensure exceptional service while supporting legal compliance.
- Company: Saxtons, a leader in customer relations with a focus on excellence.
- Benefits: Competitive salary up to £35,000, full-time role with growth opportunities.
- Other info: Join a dynamic team in Chelmsford and enhance your career in customer relations.
- Why this job: Be the voice of customers and make a real difference in their experience.
- Qualifications: Experience in customer service or legal roles; strong communication and problem-solving skills.
The predicted salary is between 35000 - 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).
- Aware 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 Essex employer: Saxtons
Contact Detail:
Saxtons Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Coordinator in Essex
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer relations. Think about how you'd handle complex customer issues and be ready to share your problem-solving skills.
✨Tip Number 3
Showcase your experience with real-life examples during interviews. Talk about specific cases where you resolved disputes or managed complaints effectively. This will demonstrate your capability and fit for the role.
✨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 Essex
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to 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!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service and how your background makes you a great fit for our team. Don’t forget to mention any specific experiences that relate to the key responsibilities outlined in the job description.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've successfully resolved complex customer issues in the past. We love candidates who can demonstrate strong investigation and problem-solving skills, so make sure to highlight these experiences!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at StudySmarter!
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
Since this role involves managing multiple cases, demonstrate your organisational skills during the interview. Bring a notebook or digital device to jot down important points, and mention how you keep track of case progress and documentation in your previous roles.
✨Communicate Clearly
Practice your verbal communication skills before the interview. You’ll need to explain complex issues clearly and professionally, so consider doing mock interviews with a friend or family member to refine your delivery and ensure you come across as calm and confident.