Customer Relations Coordinator

We embrace inclusion in our various policies, so whilst our contracts state that the hours are as required to fulfil the role with a minimum of 35 hours per week, we offer flexibility for when you work. The regular office hours are 08:00 – 16:00 Monday to Thursday with a half-hour lunch break, and 08:00 – 13:00 on Friday. However, we offer flexibility in working hours, with a daily flex-time start between 07:00 and 11:00, provided 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 for a maximum of 50% of the working days in any one month, again provided there is no business requirement to attend the office.Role:The Customer Relations Coordinator plays a key role in supporting our Customer Operations objective of delivering an industry-leading customer experience to maximise retention and loyalty. The Customer Relations Coordinator resolves complex Level 3 customer escalations—cases that may involve the legal department, factory investigations, technical diagnoses, and occasional visits to dealers or the European Quality department.This role is responsible for managing and resolving difficult customer situations once escalated from our Level 2 team. Key skills include demonstrating empathy, understanding the customer’s situation, and identifying solutions that maintain customer confidence in the brand while balancing commercial considerations. You will also manage all customer and dealer communication for Level 3 complaints across all product categories. This is a non-inbound role, allowing focus on resolving cases in the best way within agreed SLAs.The ideal candidate will have excellent problem-solving skills, strong decision-making abilities, and experience building relationships with customers, internal departments, and key stakeholders. In addition, this role acts as a link between the Customer department, dealer network, and field teams.Main Responsibilities:Represent company values and deliver exceptional customer experiences by resolving complex Level 3 complaints in a timely and positive manner.Communicate effectively across all channels: outbound phone calls, email, letters, and, on occasion, face-to-face meetings.Handle dissatisfied customers with confidence, set clear expectations, and follow through with exceptional time management and communication.Gather information from customers, the dealer network, and internal teams to make commercially sound, customer-friendly decisions that drive retention.Record all enquiries in the customer tracking system, ensuring accurate coding. This data will help improve the business and provide insights for senior management and R&D.Collaborate with the legal department and Service Quality teams to ensure compliance with all procedures when handling high-level cases.Identify process gaps within the team and implement countermeasures to enhance customer experience.Use the goodwill budget appropriately and consistently to support customers where justified.Process incoming invoices and create purchase orders to ensure timely payments to suppliers and dealers.Take ownership of escalated, high-cost dealer contacts to ensure process adherence and timely resolution.Work independently to make sound business decisions that drive customer retention and protect the brand reputation.Handle requests from the Data Protection Manager for Subject Action Requests or Data Breaches, ensuring compliance with required timeframes.Qualifications, Skills and Experience:Required:Excellent team player who thrives in a busy environment.Naturally empathetic and customer-focused.Self-motivated, with the ability to make logical decisions using initiative.Flexible and adaptable approach to work, with the ability to balance priorities and meet tight deadlines.Strong confidence in working with internal systems.Outstanding interpersonal, communication, and relationship-building skills with the ability to articulate clearly to customers, external partners, and peers.Strong attention to detail.Experience managing challenging situations with calmness and patience.Desirable:Previous complaint management experience in a customer-focused environment.

Created: 2025-08-01