Customer Programmes Coordinator

At Honda 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 & 08:00 - 13:00 on a Friday. However, we offer flexibility of when you work with our daily flex-time start of between 07:00 and 11:00 providing that 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 providing there is no business requirement to attend the office., The Customer Programmes Coordinator will support our Customer Operations objective of being industry leading in customer experience to maximise brand retention and loyalty. The role holder is champion for customer-first approach at Honda.

Reporting to the Service Retention and Customer Programmes Section Manager, this role is responsible for supporting, facilitating and administering customer programme activities across all product divisions. The ideal candidate will also identify, support, and coordinate new initiatives to drive continuous improvement within the Customer Operations Department.

The Customer Programmes Coordinator will work closely with the Customer Operations Management Team supporting our focus to enhance our retailer and customer experience.

Main Responsibilities:
Internal & Retailer Communications

• Arranging, coordinating, and facilitating quarterly Retailer support webinars.


• Creation and distribution of field team newsletters.


• Creation and distribution of department business update newsletters.


• Coordination and facilitation of department weekly reporting.


• Maintenance of Customer Operations Retailer support hub content.


• Writing and publishing Retailer bulletins.


• Maintenance of Retailer network "Aftersales Matters" guides to ensure up to date supportive information is available.


Honda Customer Satisfaction Index (H-CSI)

• Supporting delivery of the HME-UK HCSI strategy to increase retailer network engagement and positive customer satisfaction scores.


• Support promotion of the retailer award scheme (Yushu), recognising strong performing retailers.


• Support the Customer Programmes Specialist in improving Honda's competitive position.


Training

• Support the HME Training department when required to drive network uptake and attendance


• Work with Automobile Aftersales field team to maximise attendance at Repair Technician (RT), Maintenance Technician (MT) and EV training courses.


• Work with Automobile Aftersales field team to ensure 100% completion rate of online training.


Minimum Franchise Standards (MFS)

• First line contact for UK Automobile Minimum Franchise Standard queries and activities.


• Responsible for issuing network communications regarding MFS requirements.


Department Administration

• Maintenance of department SharePoint content.


• Creating department GDPR documentation (PIA).


• Maintaining Standard Operating Procedures (SOP) library.


• Statement of Work (SOW) creation and submission when required.


• First point of contact for product recall portal and new user account set up.
  
  Strong team player.


• A collaborator who strives to achieve mutual goals and objectives.


• Excellent interpersonal and relationship building skills with the passion and commitment to deliver outstanding customer service.


• Excellent time management skills.


• A self-starter, who can take initiative to contribute towards driving the department forward.


• Ability to engage and confidently communicate with all stakeholders - internal & external.


• Innovative and creative thinker


• Great attention to detail to identify possible gaps in process and implement logical countermeasures.


• Proficient at Microsoft Excel.
  
  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.

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