Contract - Complaints Handler

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 providing there is no business requirement to attend the office.

Role:

The successful candidate will have exceptional customer service expertise and be passionate about resolving complaints in a timely manner whilst ensuring good customer outcomes.

Working within a small but capable team, you will be responsible for managing cases where customers have voiced dissatisfaction. This will include investigating each case thoroughly, working with other internal departments and our Retailers and responding to the customer professionally and in a timely manner on behalf of Honda Financial Services.

As a Complaint Handler within the Finance Sector, you will have a good awareness of the regulatory responsibilities of the business and a desire to find fair and reasonable outcomes for our customers. You will have superb communication skills and an ability to do so at all levels with confidence and empathy.

Main Responsibilities:

• Customer relationship management. 
• Reviewing each complaint individually and completing investigations to fully understand the issue and follow up with next steps.
• Investigation of complex customer complaints and adherence to company policy.
• Investigation and compiling responses to complaints received from Claims Management Company
• Determining outcome and compilation of customer responses in line with company policy and standards.
• Liaison and Information gathering with Honda dealership, HME-UK Customer Relations and collaboration with the other  team members when investigating vehicle quality complaints.
• Adherence to regulatory standards and timelines.
• Collating responses to Data Subject Access Requests in line with company policy and standards.

Qualifications, skills and experience:
Required

• Must be able to demonstrate comfort when working in a highly regulated complaint function.
• Excellent communication skills with the ability to build relationships with customers and colleagues.
• Strong organisational skills, with the ability to prioritise and meet deadlines.
• Ability to multitask and work with speed, accuracy and efficiency.

Desirable

• Previous experience working in a customer environment within the motor finance industry is preferable.

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 the individual differences and talents of others while making full use of one's own abilities, based on Honda's philosophy of respect for the individual.

At Honda, we value and celebrate diversity and are committed to being a fair, non-discriminatory company that promotes and welcomes the uniqueness and differences of people around the world. We recognise that a diverse workforce allows for different ideas and perspectives, and we encourage everyone to share them. We strive to foster a culture of belonging that is consistent with Honda's core values and lived out in the way we work and respect each other. For us at Honda, diversifying our workforce means increasing its overall strength by providing people with equal opportunities - regardless of personal characteristics or previous careers.

This commitment flows directly from the Honda philosophy and the belief that we are all working towards a common goal. Honda recruits, hires, trains and promotes the most qualified/experienced individuals at all levels without regard to race, origin, religion or belief, gender, sexual orientation, age, disability or any other protected characteristic.