Job Description

Date:

16 Sept 2025

Location:

Bracknell, GB

Company:

Honda Motor Europe Ltd


Whilst there is no contractual right to work from home, the flexibility we offer is that you can request to work from home 2 days per week, again 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 early finish will vary to ensure that there is good resource coverage within the team.

Role:

The successful candidate will have exceptional customer service expertise and an understanding of our responsibilities under Consumer Duty in ensuring good customer outcomes.



Working within a small but capable team, you will be responsible for managing cases where customers have voiced dissatisfaction. This will include investigating each case thoroughly, working with other internal departments and our Retailers and responding to the customer professionally and in a timely manner on behalf of Honda Financial Services.



As a Complaint Handler within the Finance Sector, you will have a good awareness of the regulatory responsibilities of the business and a desire to find fair and reasonable outcomes for our customers. You will have superb communication skills and an ability to do so at all levels with confidence and empathy.

Main Responsibilities:

Thoroughly investigate customer complaints, ensuring all issues are addressed within regulatory time frames. Establish telephone and written contact with customers to understand their complaints and work towards a fair resolution. Ensure all responses comply with the Financial Conduct Authority (FCA) and company policies. Maintain accurate records of all complaints and resolutions in the complaints database. Work closely with third-party service providers, dealer networks, and the sales team to resolve quality concerns. Handle complaints with the highest standard of customer care, keeping the customer at the heart of the process.

Qualifications, skills and experience:

Required

Experience working within the motor finance industry or within a regulated environment. Familiarity with the FCA's Conduct Rules and Consumer Duty. Excellent verbal and written communication skills to effectively interact with customers and third parties. Ability to work independently and make decisions throughout the complaint resolution process. Able to multitask and work with speed and efficiency.

This role is subject to satisfactory references to include a DBS Check and Financial Check.

Desirable

Familiarity with complaint management systems and other relevant software. A proactive approach to identifying trends in complaints and suggesting improvements to processes and policies.


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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