Contract - Customer Coordinator

Honda Motor Europe; Bracknell; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the automotive sector seeks a Coordinator to provide exceptional service to customers throughout their finance agreements. The role involves handling calls, responding to emails, and ensuring compliance with financial regulations while maintaining high standards of customer care.

Qualifications

• Previous experience in motor finance and/or a customer service environment.
• Awareness of the Financial Conduct Authority’s regulatory framework.

Responsibilities

• Handle inbound and outbound calls from customers and dealerships.
• Provide support to customers in financial difficulty.
• Maintain accurate records of interactions and transactions.

Skills

Communication

Organizational Skills

Team Player

Compassion

Education

Experience in Motor Finance

Customer Service Experience

Job description

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At Honda we embrace inclusion in our various policies, so whilst our contracts state that the hours are as required to fulfil the role with a minimum of 35 hours per week, we offer flexibility for when you work. The regular office hours are 08:00 – 16:00 Monday to Thursday with a half hour lunch break & 08:00 – 13:00 on a Friday. However, we offer flexibility of when you work with our daily flex-time start of between 07:00 and 11:00 providing that there is no business requirement.

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.

Role:

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, skills and experience: Required/Desirable
Required

• 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.

• Awareness of the Financial Conduct Authority’s regulatory framework and Consumer Duty.
• 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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