Customer Relations Coordinator
Location:
Bracknell
Salary:
£17.12 per hour / 35-hour week
Contract:
3 to 6 months with the potential for a rolling contract
Our client is seeking a
Customer Relations Coordinator
to join their team. This role plays a key part in supporting their Customer Operations objective of delivering an industry-leading customer experience. The successful candidate will be responsible for resolving complex Level 3 customer escalations, including those requiring legal involvement, factory investigations, or technical diagnosis.
Key Responsibilities:
- Manage and resolve escalated Level 3 complaints, ensuring customer satisfaction while balancing commercial considerations.
- Handle customer and dealer communications across all product lines (Automobile, Motorcycle, ATV, Lawn & Garden, Marine, Industrial).
- Proactively gather information from internal departments, dealer networks, and customers to facilitate informed decisions that enhance retention.
- Ensure accurate recording of all enquiries in the customer tracking system for reporting and business improvement purposes.
- Work closely with legal and service quality departments to manage high-level cases and ensure compliance with procedures.
- Identify and address process gaps within the team to enhance the customer experience.
- Manage goodwill budgets and process invoices or purchase orders to ensure timely payment of dealers and suppliers.
- Take ownership of escalated, high-cost dealer cases and ensure all processes are followed for a timely resolution.
- Handle requests related to Data Protection and Subject Action Requests within set timeframes.
Required Skills and Experience:
- Strong team player with the ability to thrive in a fast-paced environment.
- Customer-centric approach with a natural ability to show empathy.
- Self-motivated and capable of making logical, independent decisions.
- Adaptable and flexible in handling multiple priorities and tight deadlines.
- Excellent interpersonal and communication skills, both verbal and written.
- Strong attention to detail and ability to remain calm in challenging situations.
Desirable:
- Previous experience managing customer complaints.
Working Hours and Flexibility: Our client embraces inclusion and flexibility in their working policies. While the contract requires a minimum of 35 hours per week, there is flexibility in how these hours are fulfilled. Standard office hours are 08:00 – 16:00 Monday to Thursday with a half-hour lunch break, and 08:00 – 13:00 on Fridays. However, employees have the flexibility to start their day between 07:00 and 11:00, as long as there are no business requirements.
While there is no contractual right to work from home, employees may request to do so for up to 50% of their working days in any given month, depending on business needs.
This is a fantastic opportunity for a detail-oriented and customer-focused individual looking to make a real impact in a dynamic and inclusive environment. Apply today to join a forward-thinking team!