Join to apply for the Contract - Customer Coordinator role at Honda Motor Europe Ltd
The working hours are 35 hours per week, 9:00 to 17:00, Monday to Friday. There is the option to take a 30-minute lunch over 4 days so that the fifth day will be a 2:00 PM finish. There is a requirement to work one in every 3 to 4 Saturdays and 1 to 2 bank holidays per year with a day taken off in lieu during the week. While there is no contractual right to work from home, you can request to work from home 2 days per week if business requirements allow.
Overview
As a Coordinator, working in a small but efficient team, you will provide the finest service to our customers throughout their finance agreement. We are looking for a strong team player who thrives on providing exceptional customer service. You will be able to multitask and work in a busy environment. A resilient individual, who enjoys building relationships and takes pride in completing tasks to a high standard. This involves talking to customers in a variety of often sensitive situations to ensure the customer’s agreement is managed effectively and kept up to date, while Honda Financial Services provides the best possible service to the customer and the business needs are considered.
Main Responsibilities
* Handle inbound and outbound calls from customers and dealerships to an exceptional standard.
* Respond professionally to customer emails and letters.
* Maintain accurate records of interactions, applications, and transactions.
* Provide support to customers who are in financial difficulty, challenging personal circumstances or who are vulnerable, with compassion and understanding.
* Ensure compliance with HFE policies and relevant legislation, especially around forbearance and vulnerable customers.
* Liaise with External Partners that support collection of arrears and disposal of assets when they are returned or repossessed.
* Identify and refer any agreements that may involve Fraud and tracing of customers reported as Gone Away.
* Aim to achieve a high pass rate on quality assurance conducted on your interactions.
Qualifications, skills and experience
* Previous experience in motor finance and/or a customer service environment.
* Strong communication skills with the ability to build relationships and show compassion and consideration.
* Good organisational skills with the ability to prioritise, multitask and meet deadlines, including working under pressure.
* Strong team player.
* Aware of the Financial Conduct Authority’s regulatory framework and Consumer Duty.
* This role is subject to satisfactory references including a DBS Check and Financial Check.
Desirable
* Awareness of the Financial Conduct Authority’s regulatory framework and Consumer Duty.
* Previous experience in a customer environment within the motor finance industry is preferable.
Company commitment
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 individual differences and talents, promoting a diverse and inclusive culture. Honda recruits, hires, trains and promotes the most qualified individuals without regard to race, origin, religion or belief, gender, sexual orientation, age, disability or any other protected characteristic.
Additional information
* Seniority level: Entry level
* Employment type: Contract
* Job function: Other
* Industries: Motor Vehicle Manufacturing
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