Customer Outcomes Section Manager

At Honda we embrace inclusion in our various policies, so 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, providing there is no business requirement to attend the office. The working hours are 35 hours 9-5 Monday to Friday. There is the option to take a 30-minute lunch over 4 days so that the fifth day will be a 2pm finish. This 2pm finish will vary to ensure that there is good resource coverage within the team.

Role:
The successful candidate will have responsibility for leading one of the most highly regulated functions in Honda Finance Europe's (HFE) business, so that it meets its responsibilities and is able to react appropriately to legal and regulatory change. Utilising management information, you will make the business aware of current volumes and trends within the complaint area but also, be aware of upcoming regulatory changes which may have an impact on workload volumes and management.

Being an exceptional Customer Service Professional, you will lead your team so that HFE exceeds customer satisfaction and ensures the right customer outcome. Working closely with the Department Manager, our Compliance function and legal advisors, you will be responsible for the management of all cases when customers voice dissatisfaction.

An area which has a large impact on Honda’s reputation, you will need to be able to ensure the procedures and training reflect the high standards required by our regular and provide outcomes that are designed to reflect likely views from the Financial Ombudsman Service.

Main Responsibilities:

1. Lead the Customer Outcomes function with integrity, foresight and expertise, to prevent customer harm and deliver the right customer outcomes.
2. Manage the controls, monitoring, and structure so that the team delivers the appropriate customer support at all times.
3. Manage serious complaint calls and correspondence with your team, investigating thoroughly and taking the right actions to deliver a fair and reasonable conclusion which, where possible, retains the customer with Honda.
4. Manage costs and losses on individual complaint cases reviewed by the team.
5. Perform root cause analysis on hostile terminations and customer complaints to influence process improvement.
6. Organise monthly meetings to find ways to improve through training or process change.
7. Constantly monitor the workload of the team, so that HFE can respond and react to issues or can plan effectively any improvements and changes that are required.
8. Manage, deliver, monitor and support first line QA activity to improve skills, knowledge and understanding of the team to ensure fair and consistent customer outcomes.
9. Work closely with our Sales team to support the work carried out by the Dealer Oversight Working Group.
10. Use your people skills to positively influence your team so that they work together with a sense of freedom and mutual responsibility.

Qualifications, skills and experience:
Required

1. Experience as a manager in the Motor Finance industry.
2. Understanding of Consumer Duty and experience of delivering good customer outcomes.
3. Previous experience handling both written and verbal complaints.
4. Strong negotiation skills with a desire to find fair and reasonable solutions.
5. Respectful and open track record in people management and coaching.
6. Good understanding of the legal and regulatory environment within which the team works with previous experience of documenting and reviewing processes.
7. Willing to keep up to date with a constantly changing regulatory framework.
8. Able to quickly solve problems and present cost-effective solutions.
9. Organisational skills, with the ability to prioritise and meet deadlines.
10. Confident but flexible.
11. Self-motivated and proactive in approach.
12. Open, honest and prepared to be challenged on decisions.
13. Compassionate and thoughtful.
14. Looks for positivity in everything.
15. Finds ways to reduce duplication of effort.
16. Leads by example.

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.