Role:
The Senior Customer Relations Coordinator represents values and ensures our customers receive excellent customer service through our Level 3 Customer Relations Team. (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). This role is important in influencing customer retention in the network by making sound, fair decisions balanced with commercial factors.
The role will be responsible for supporting the customer relations L3 team by providing a point of escalation for all customer and dealer complex complaints across the entire product range in any complaint situation.

This includes Auto, Motorcycle, Lawn & Garden, Marine and Industrial.
The ideal candidate will have excellent problem-solving skills and be able to facilitate key decision making on behalf of building strong relationships and rapport with all internal departments and key stakeholders is key to ensure quick and first-time fix is provided for all our customers.

Key Accountabilities:

• Support the Customer Relations Team with the most complex customer cases on a daily operational basis.
• Ensure the team are responding to all customers within the set service level agreements (SLAs).
• Represent values in all communication to Customers and Franchised Dealers.
• Challenge existing team process where it stands in the way of delivering a great customer experience.
• Work closely with the Customer Relations Section Manager to ensure the "Customer Promise" is fully practised and implemented within the day-to-day Customer Relations role.
• Effective communication across the business to promote teamwork, decision making, and first-time fix.
• Ensure consistent and open dialogue between the customer relations team and all technical specialists regarding ongoing customer cases.

Key Responsibilities:

• Hold regular team 1:1s to provide feedback in line with SLAs and department policies.
• Act as the point of escalation to support the team with complex difficult customer cases where required working alongside Honda Legal, and all alternative dispute resolution providers across all product divisions i.e. Motor Ombudsman.
• Support with coaching and developing of the team with call handling and conflict management skills to achieve all monthly case, email, and call quality.
• Manage own customer cases while supporting the team with their customer cases during peak times, and holiday periods.
• Ensure all customer complaints are resolved within the set agreed SLAs as per the Customer Operations Department business plan.
• Daily case review to ensure cases are being managed efficiently and effectively.
• Complete weekly management report showing customer contact trends and highlight any technical high-level cases and report on most common themes of complaints using Business Objects reporting.
• Provide the team with the right opportunities to build strong relationships across the business.
• Introduce improvement to existing policy and procedure and maintain a robust buyback process ensuring all product buybacks are accounted for and cost is recovered.
• Hold regular quality coaching sessions with the team, using the monthly quality feedback provided by the Continuous Improvement team.
• Ensure all communication with the Contact Centre (HCC) is consistent and process improvement feedback is provided to enhance the overall customer service.

Qualifications, skills and experience:

• Experience of working within a team to achieve mutual goals and objectives.
• Excellent interpersonal and relationship building skills with the passion and commitment to deliver outstanding customer service.
• Able to confidently communicate at all levels - customers and key stakeholders.
• Ability to demonstrate empathy, adaptability, and patience and remain calm in challenging situations.
• Strong attention to detail, particularly in written communication.
• Proven ability to think outside the box when problem solving.

Desirable

• Previous experience of coaching and mentoring a team.
• Previous experience of presenting information to others.

Parkside Recruitment Ltd is acting as an Employment Business in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.