Contract - Customer Relations Coordinator

Honda Motor Europe Ltd; Bracknell; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Honda Motor Europe Ltd is seeking a Contract - Customer Relations Coordinator to support our Customer Operations with complex Level 3 escalations. The role focuses on resolving high‑level complaints across product lines, ensuring fair treatment and adherence to FCA guidelines.

You will work on a 12-month contract, with flexible start times and a hybrid working option, balancing office attendance with remote work two days per week where possible.

Qualifications

• Customer-focused with empathy and professionalism.
• Excellent interpersonal, communication, and relationship-building skills.
• Proven experience handling challenging situations with composure.
• Strong teamwork and initiative.
• Flexible, able to meet tight deadlines and learn Honda systems.
• Attention to detail and FCA/regulatory awareness.

Responsibilities

• Represent Honda values and customer experience by resolving Level 3 complaints promptly.
• Communicate across channels: phone, email, letters, and in-person meetings.
• Set expectations with dissatisfied customers and re-contact with timely follow-up.
• Gather information from customers, dealers, and internal teams to drive retention.
• Record enquiries in the tracking system and inform senior management and R&D.
• Handle high-level cases with legal and Service Quality teams to ensure compliance.
• Identify process gaps and implement countermeasures to improve customer experience.
• Utilise goodwill budget to support customers with justified cases.
• Process invoices or purchase orders to ensure supplier payments within timelines.
• Take ownership of escalated, high-cost contacts for timely dealer resolution.
• Work independently to protect the Honda brand and drive retention.
• Ensure fair treatment and FCA guideline compliance.

Skills

Customer empathy

Communication skills

Relationship building

Calm under pressure

Team player

Job description

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Contract - Customer Relations Coordinator

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:
The Customer Relations Coordinator is an important role in supporting our Customer Operations objective of being industry leading in customer experience to maximise customer retention and loyalty.

The Customer Relations Coordinator resolves complex Level 3 customer escalations. Level 3 are very complex cases which could involve the legal department, factory investigations, complex technical diagnosis and occasional visits to the dealer or the European Automobile Quality department.

The role is responsible for managing and resolving difficult customer situations in line with The Financial Conduct Authority and Consumer Duty regulations once escalated from our Level 2 team. Key skills are showing empathy and understanding of the customer situation, identifying solutions that maintain the customer confidence in the brand whilst balancing the commercials.

The role manages all customer and dealer communication for all product (Automobile, Motorcycle, ATV, Lawn & Garden, Marine and Industrial) Level 3 complaints. This is a non-inbound role giving the time to focus on resolving the case in the best way within the agreed SLAs.

This role is offered on a contract basis for a duration of 12 months.

Main Responsibilities:

• Represent Honda values and customer experience to every customer by resolving complex Level 3 complaints in a timely, positive way.
• Display excellent communication skills across all channels of customer contact: outbound phone calls, email, letters and exceptional times face to face meetings.
• Confidently communicate with dissatisfied customers, clearly set expectations and always keep promises in re-contacting through exceptional time management and excellent communication skills.
• Gather all necessary information from the customer, dealer network, and internal departments in order to make commercial, customer friendly decisions to drive retention.
• Ensure all enquiries are recorded onto the customer tracking system and coded correctly. The information is then used to improve the business for the benefit of the customer and to report to the Senior Management Group and Research and Development
• Deal with high level cases including working with our legal department and Service Quality division in order to comply with all procedures.
• Proactively identify any process gaps within the team and create relevant countermeasures to ensure they are streamlined and add value to our customer experience.
• Utilise the goodwill budget in a consistent, sensible way to help our customers when there is clear justification.
• Process incoming invoices or create Purchase Orders to ensure our suppliers and dealers are paid within set timelines.
• Take ownership for escalated, high-cost contacts from dealer network to ensure all process is adhered to and a timely resolution to the dealer.
• Be able to work independently and make sound business decisions with customers in order to drive retention and protect the Honda brand.
• Ensure that customers are treated fairly and in line with The Financial Conduct Authority’s guidelines and customers are responded to in the correct timeframes.
• Take responsibility for all requests from Data Protection Manager on all Subject Action Requests or Data Breaches, ensuring completed within the necessary timeframes.

Qualifications, skills and experience:
Required

• A customer-focused individual with experience handling customer enquiries with empathy and professionalism.
• Excellent interpersonal, communication, and relationship-building skills, with the confidence to communicate effectively and professionally with customers, external partners, and colleagues.
• Proven experience of handling challenging situations, with the ability to remain calm and patient under pressure.
• A strong team player who thrives in a busy environment.
• Self-motivated and capable to make logical decisions using your own initiative.
• Flexible and adaptable approach to work, balancing priorities and working to tight deadlines.
• Confident in learning and using Honda systems.
• Excellent attention to detail.
• Previous complaint management experience in a customer environment.
• Previous complaint management in an FCA regulated environment.

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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