Date: 20-Dec-2022

Location: Bracknell, GB

Company: Honda Motor Europe Ltd

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 for a maximum of 50% of the working days in any one month, again providing there is no business requirement to attend the office.

Role:
The Customer Relations Coordinator within the Honda Motor Europe UK (HME-UK) business 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).

Manage and resolve difficult customer situations once escalated from our Level 2 team. Showing empathy and understanding of their situations and being able to make reasonable commercial decisions.

This role supports the customer retention in the network by making good sound business decisions to help the customer along with considering commercial factors.

The role manages all customer and dealer communication for all product 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 SLA’s.

The ideal candidate will have excellent problem-solving skills which facilitate key decision-making on behalf of HME-UK and be great at building relationships with customers, all internal departments and key stakeholders. In addition, this associate will be the link for the Customer and Aftersales department, the dealer network and the Area Field team.

Main Responsibilities:

• Represent Honda values and customer experience to each and every customer by resolving complex Level 3 complaints in a timely, positive way.

• Have excellent communication skills across all channels of customer contact: outbound phone calls, email, letters and exceptional times face to face meetings.

• Confidently communicate with customers and 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.

• Able to work independently to make sound business decisions with customers in order to drive retention and protect the Honda brand.

• 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/Desirable
Required

• Excellent interpersonal and communication skills

• Able to build rapport and maintain strong working relationships

• Confident communicator with customers, external partners, and peers in an articulate manner.

• Experience of dealing with challenging situations with the ability to stay calm.

• Experience of managing multiple priorities whilst maintaining excellent service

• Proactive, and able to make logical decisions using your own initiative.

  
  

Desirable

• Previous Customer Service Experience

• Automotive Experience

  
  

Honda is dedicated to the principle of creating equal opportunities within the workplace for all associates, agency workers, contractors, job applicants and visitors.

Central to this is Honda's commitment to be a fair, discrimination free company that accepts the uniqueness and differences of people around the world and adheres to the principle that all people are created equal and we embrace inclusion with our various policies.

This commitment comes directly from the Honda Philosophy and belief that we all work together for a common purpose. Honda recruits, hires, trains and promotes into all levels the most qualified/experienced individuals without regard to race, colour, origin, religion, gender, sexual orientation, age, disability or any other protected characteristic.