Contract - Customer Coordinator

Honda Motor Europe.; Bracknell; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading automotive company in the UK is seeking a Coordinator to provide exceptional customer service throughout finance agreements. This role involves handling customer calls, maintaining records, and supporting those in financial difficulty. Ideal candidates will have previous experience in motor finance or customer service, strong communication skills, and an ability to multitask in a fast-paced environment. Join our diverse team committed to respecting individual differences while striving for excellence.

Benefits

Flexibility to work from home 2 days a week

30-minute lunch options

Early finish on Fridays

Qualifications

• Previous experience in motor finance or customer service.
• Ability to build relationships with customers.
• Good organizational skills for multitasking under pressure.
• Strong team player with an understanding of regulatory frameworks.

Responsibilities

• Handle inbound and outbound customer calls.
• Respond to customer inquiries via email and letters.
• Maintain accurate records of interactions and transactions.
• Support customers in financial difficulty with compassion.
• Ensure compliance with HFE policies and legislation.
• Liaise with external partners for arrears collection.
• Refer agreements involving potential fraud.

Skills

Customer service experience

Communication skills

Organizational skills

Team player

Ability to handle pressure

Job description

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.

The working hours are 35 hours 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 2pm finish. This early finish will vary to ensure that there is good resource coverage within the team.

There is also a requirement to work one in every 3 to 4 Saturdays and 1 to 2 bank holidays per year with a day taken off in lieu during the week.

As a Coordinator, working in a small but efficient team, you will provide the finest service to our customers throughout their finance agreement. We are looking for a strong team player who thrives on providing exceptional customer service. You will be able to multitask and be adept at working in a busy environment. A resilient individual, who enjoys building relationships and takes pride in completing tasks to a high standard. This involves talking to customers in a variety of often sensitive situations ensuring the customer's agreement is managed effectively and kept up to date and that Honda Financial Services are providing the best possible service to the customer whilst keeping in mind the needs of the business.

Main Responsibilities

• Handle inbound and outbound calls from customers and dealerships to an exceptional standard.
• Respond professionally to customer emails and letters.
• Maintain accurate records of interactions, applications, and transactions.
• Provide support to our customers who are in financial difficulty, challenging personal circumstances or who are vulnerable with compassion and understanding.
• Ensure compliance to HFE policies and relevant legislation, especially around forbearance and vulnerable customers.
• Liaise with our External Partners that support us in the collection of arrears and the disposal of assets when they are returned or repossessed.
• Identifying and referring any agreements that may potentially involve Fraud and tracing of Customers who have been reported as Gone Away.
• Achieve a high pass rate on quality assurance conducted on your interactions.

Qualifications

• Previous experience in motor finance and/or a customer service environment.
• Great communicator with the ability to build relationships, being compassionate and considerate.
• Good organisational skills, with the ability to prioritise, multitask and meet deadlines, which can come with an element of working under pressure.
• Strong team player.
• Awareness of the Financial Conduct Authority's regulatory framework and Consumer Duty.
• This role is subject to satisfactory references to include a DBS Check and Financial Check.

Desirable

• Previous experience working in a customer environment within the motor finance industry is preferable.

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.

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