Our client is seeking an experienced Customer Relations Coordinator to join their team for a six-month period.
Role:
The Customer Relations Coordinator plays an important role in supporting the Customer Operations objective of being industry-leading in customer experience to maximize customer retention and loyalty.
The Customer Relations Coordinator resolves complex Level 3 customer escalations. Level 3 cases 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 products (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.
The ideal candidate will have excellent problem-solving skills, which facilitate key decision-making on behalf of the Client 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 department, the dealer network and the area field teams.
Main Responsibilities:
* Represent our Clients' values and customer experience to 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 dissatisfied 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.
* Utilize the goodwill budget in a consistent, sensible way to help our customers when there is a clear justification.
* Process incoming invoices or create Purchase Orders to ensure our suppliers and dealers are paid within set timelines.
* Take ownership of escalated, high-cost contacts from the 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 to drive retention and protect the 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 the Data Protection Manager on all Subject Action Requests or Data Breaches, ensuring completed within the necessary timeframes.
Qualifications, skills and experience:
Required
* Excellent team player who works well in a busy environment.
* Naturally empathetic and customer-centric.
* Self-motivated and capable of making logical decisions using your own initiative.
* Flexible and adaptable approach to work, balancing priorities and working to tight deadlines.
* Confidence to work with in-house systems.
* Excellent interpersonal, communication and relationship-building skills with the confidence to communicate with customers, external partners and peers articulately.
* Strong attention to detail.
* Experience in dealing with challenging situations with the ability to stay calm and patient.
Desirable
* Previous complaint management experience in a Customer environment.
* Previous complaint management in an FCA-regulated environment.
Our Client embraces inclusion in their various policies, so whilst their contracts state that the hours are as required to fulfil the role with a minimum of 35 hours per week, they 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, they offer flexibility in when you work with our daily flex-time starting between 07:00 and 11:00, provided 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.
Duration: 6 months