Customer Relations Coordinator Full Time NEW

Full-time

Perm

up to £35,000 per year

Job Description

Job Title – Customer Relations Co-ordinator

Reporting To -Senior Business Executive

Department – Compliance, Legal & Business Operations

Role Overview

Play key role in protecting and enhancing Saxtons’ reputation for exceptional customer service while ensuring the business operates in line with relevant legal and regulatory requirements.

This role combines escalating customer resolution management with paralegal-level regulatory and legal support. The successful candidate will act as central point of contact for complex customer matters, including disputes, regulatory complaints and small claims cases.

Working closely with the Legal Case Handler and Senior Business Executive, the role will support the business in maintaining regulatory compliance, and resolving issues before they escalate.

The position will also provide operational support to the Senior Business Executive, assisting across a range of business functions including compliance, contracts, complaints management, legal administration and elements of general business operations.

The role requires a commercially aware, solutions-focused and highly organised individual who can confidently manage complex situations, communicate professionally with customers and stakeholders, and ensure issues are handled efficiently and fairly.

Key Responsibilities

Customer Resolutions

Act as the primary point of contact for escalated customer concerns and complex aftersales matters

Manage cases from initial escalation through to final resolution, ensuring fair, professional and timely outcomes

Investigate disputes by reviewing documentation, gathering evidence and liaising with customers and internal departments

Support the business in resolving issues before they escalate into formal disputes, regulatory complaints or legal action

Ensure complaints are recorded, acknowledged and handled in line with company procedures and regulatory expectations

Work alongside the customer service team to manage and resolve high-level or sensitive customer cases

Legal & Regulatory Support

Provide paralegal-level support on legal and regulatory matters relating to vehicle sales, consumer rights, finance agreements and compliance obligations

Assist with claims cases, preparing documentation, evidence packs and correspondence

Prepare and distribute formal correspondence including complaint responses, legal notices and regulatory responses

Maintain organised and confidential records of legal documentation, investigations and complaint files

Work closely with the in-house Legal Case Handler on complex matters to ensure appropriate resolution and risk mitigation

Support the business in ensuring compliance with relevant FCA regulations and consumer protection legislation

Executive & Operational Support

Provide administrative and operational support to the Senior Business Executive, assisting with day-to-day business management matters

Assist with coordination and documentation relating to contracts, compliance processes and business policies

Support cross-departmental matters involving customer care, legal and compliance matters and operational improvements

Assist with ad hoc projects relating to business operations, governance and regulatory processes

Reporting & Administration

Maintain accurate case records

Track case progress and ensure documentation is properly recorded and stored

Assist in producing reports on trends, recurring issues and operational risks

Support continuous improvement of case management and compliance processes

Person Specification

Experience

Previous experience within the motor trade or automotive sector (desirable)

Experience handling customer complaints, disputes or case management

Experience working in a legal, regulatory, compliance or paralegal-style role

Familiarity with small claims processes or dispute resolution (desirable)

Knowledge

Understanding of consumer protection legislation

Knowledge of FCA regulations and compliance requirements (desirable)

Awareness of regulatory obligations within vehicle sales and finance

Skills

Strong investigation and problem-solving skills

Excellent written and verbal communication

High attention to detail and strong organisational ability

Ability to manage multiple cases simultaneously

Professional, calm and confident approach when dealing with complex or sensitive matters

Strong administrative and documentation skills

Proficiency in Microsoft Office

Work Location: In person