Warranty & Recall Campaign Specialist

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 Warranty & Recall Campaign Specialist will be an important part of supporting our Customer Operations objective of being industry leading in customer experience to maximise customer retention and loyalty. The role holder is champion for customer first at Honda. The role holder will be the key conduit between HME-UK and the HME (Honda Motor Europe) warranty operations and product safety teams and is responsible for managing branch specific warranty operational activities and product safety campaigns for all product divisions. A customer centric approach is vital along with an appreciation of the commercial environment, plus the ability to communicate effectively at all levels (both internally and externally). The role holder will be required to work closely with the wider Customer Operations team, our product divisions, area management teams, and our retailer networks for Car, Motorcycle, ATV and Power Product. Main Responsibilities: Recall & PUD

• Manage the launch of product recalls and product updates (PUDs) for all product groups in the UK market.
• Responsible for notifications and communication with the DVSA and Trading Standards.
• Manage the relationship and communication channel between HME-UK and the DVSA, DVLA and Trading Standards.
• Manage all regulatory requirements associated with product recall and PUD.
• Support the department monthly PDCA (Plan-Do-Check-Action) for UK recall performance and associated activities.
• Maintain and deliver comprehensive internal performance reporting on all recall and PUD campaigns.
• Work closely with HME Technical to ensure parts availability for all live and planned campaigns.
• Management of all factory invoicing associated with recall activity to ensure spend is recovered as agreed and cost neutral result is achieved.
• Branch coordination for UK market product safety enquiries, liaising with relevant stakeholders within HME and HME-UK.
• Coordination of re-categorisation activity and submission to the HME Product Safety Team.
• Ensure the Customer Programmes team have relevant and timely information to support the customer contact strategy on recall and PUD.
Warranty
• Manage all monthly reconciliation work to relevant factories to recoup all monies at UK branch level by thorough analysis and raising relevant intercompany invoices.
• Lead all retail network pre claim submission enquiries and respond/resolve within defined SLAs.
• Management of branch goodwill claims within defined SLA and spend within budget.
• End-to-end responsibility for the annual warranty labour rate review project for all product divisions. Includes working with senior stakeholders to gather benchmark information and completing analysis to propose for approval and deliver fair rates to our networks in line with HM (Honda Motor) Policy.
• Branch warranty analysis reporting to understand trending product issues.
• Manage system set up in the warranty system specific for branch campaigns, including recall and parts ordering function.
• Responsible for managing the relationship with ISD (Information Systems) in trying to overcome any system functionality problems or further enhancements. Project manage the enhancements to point of resolution.
• Responsible for ensuring the Warranty Procedures Manuals are up to date for UK branch and published/communicated to the retailer networks.
• Responsible for month end reviews with Finance to support net zero tracking on balance sheet and SGAs.
• Work closely with the HME Warranty Operations team to support pan European warranty activities as and when required.
• Ad hoc support of department projects and activities where required.
  
  Strong team player.
• Strong organisational skills.
• 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.
• Ability to engage and confidently communicate with all stakeholders - internal & external.
• Innovative and creative thinker who wants to create positive change.
• Great attention to detail to identify possible gaps in process and implement logical countermeasures.
• Confident excel and analytical skills.
Desirable
• Experience and knowledge of the Honda warranty system (NeWS).
• Experience of BOXI (Business Objects Xchange Info).
• Mechanical/technical background.
  
  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.