Contract - Customer Relations Coordinator

Honda Motor Europe Ltd; Bracknell; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading automotive company in Bracknell is seeking a Customer Relations Coordinator to support customer operations by resolving complex complaints and enhancing customer experience. The ideal candidate will exhibit empathy, strong problem-solving skills, and excellent communication abilities. This role requires collaboration with various stakeholders and dedication to maintaining the Honda brand's integrity.

Qualifications

• Excellent team player who works well in a busy environment.
• Self-motivated with the ability to make logical decisions using initiative.
• Confidence to work with Honda systems.

Responsibilities

• Resolve complex Level 3 complaints in a timely manner.
• Maintain communication across all channels: phone, email, letters, and meetings.
• Gather necessary information from customers and internal departments.

Skills

Empathy

Customer-centric

Problem-solving

Communication

Attention to detail

Job description

Overview

At Honda we embrace inclusion in our policies. Contracts state that hours are as required to fulfil the role with a minimum of 35 hours per week, with regular office hours 08:00 – 16:00 Monday to Thursday (with a half hour lunch) and 08:00 – 13:00 on Friday. We offer flexibility in start times between 07:00 and 11:00, provided there is no business requirement. While there is no contractual right to work from home, you may request to work from home 2 days per week, again subject to business needs.

Role The Customer Relations Coordinator supports our Customer Operations objective of industry-leading customer experience to maximise 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, understanding of the customer situation, identifying solutions that maintain customer confidence while balancing commercial considerations.

The role manages all customer and dealer communication for Level 3 complaints across all products (Automobile, Motorcycle, ATV, Lawn & Garden, Marine and Industrial). This is a non-inbound role with focus on resolving cases within agreed SLAs.

The ideal candidate will have excellent problem-solving skills to facilitate key decision making on behalf of Honda and be adept at building relationships with customers, internal departments and key stakeholders. This associate will act as the link for the Customer department, the dealer network and the area field teams.

Main Responsibilities

• Represent Honda values and customer experience by resolving complex Level 3 complaints in a timely, positive way.
• Maintain excellent communication across all channels: outbound phone calls, email, letters, and in-person meetings.
• Communicate confidently with dissatisfied customers, clearly setting expectations and re-contacting as needed with strong time management.
• Gather necessary information from customers, dealer network, and internal departments to drive retention with commercially sensible decisions.
• Record all enquiries in the customer tracking system, code correctly, and use information to improve the business for customers and to report to Senior Management and R&D.
• Deal with high-level cases including collaboration with the legal department and Service Quality to ensure procedures are followed.
• Identify process gaps within the team and implement countermeasures to streamline processes and enhance customer experience.
• Utilise the goodwill budget consistently to assist customers with justified cases.
• Process 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 resolutions 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.
• Take responsibility for requests from the Data Protection Manager on Subject Access Requests or Data Breaches, ensuring timely completion.

Qualifications, skills and experience

• Excellent team player who works well in a busy environment.
• Naturally empathetic and customer-centric.
• Self-motivated with the ability to make logical decisions using initiative.
• Flexible and adaptable, balancing priorities and meeting 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 clearly.
• Strong attention to detail.
• Experience dealing with challenging situations with the ability to stay calm and patient.

Desirable

• 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. We encourage respect for individual differences and talents, fostering a culture of belonging in line with Honda's core values. We recruit, hire, train and promote without regard to race, origin, religion or belief, gender, sexual orientation, age, disability or any other protected characteristic.