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