Customer Relations Coordinator – Flexible Remote 2 Days/Week

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

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.