Customer Relations Coordinator

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!
 

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