Responsibilities
* Assist customers in scheduling service appointments, providing information on available services, and answering inquiries
* Greet customers in a professional and courteous manner, ensuring a positive service experience
* Liaise between customers and service technicians to convey vehicle concerns, service requirements, and estimated completion times
* Learn to interpret vehicle maintenance schedules, service manuals, and repair estimates to provide accurate recommendations to customers
* Coordinate with the parts department to ensure timely availability of required components for service appointments
* Keep customers informed of service progress, including any additional repairs or maintenance identified during inspections
* Handle customer complaints and concerns effectively, striving to achieve satisfactory resolutions
* Utilise computerised systems to input service orders, generate invoices, and maintain customer records accurately
* Maintain a clean and organised service reception area, ensuring a professional and welcoming atmosphere for customers
* Participate in training sessions and workshops to enhance customer service skills, product knowledge, and industry awareness
* Use a range of questioning skills, including listening and responding to build rapport, determine customer needs and expectations, and achieve positive engagement
* Depending on job role and work environment: use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications
* Depending on job role and work environment: use appropriate communication skills, with reinforcement techniques to confirm understanding during non-facing customer interactions
* Use an appropriate tone of voice in all communications, including written and digital, that reflect the organisation's brand
* Provide clear explanations and offer options to help customers make choices that are mutually beneficial
* Be able to organise yourself, prioritise workload, and meet deadlines
* Demonstrate patience and calmness; show understanding of the customer's point of view
* Use appropriate sign-posting or resolution to meet customer needs and manage expectations
* Maintain informative communication during service recovery
Training and Qualifications
* The programme lasts for 12-14 months, and you'll achieve a nationally recognised qualification: Level 2 Customer Service Practitioner
* All apprentices are employed through the Dealer Network and attend week-long block training at the state-of-the-art Training Centre in Slough
* Block training is complemented by regular coaching visits, Virtual Classroom sessions, and E-Learning modules
* Please ensure you have copies of your GCSE, Scottish National, and Functional Skills certificates, as these may be requested during the application process
* The qualification serves as a cornerstone for building your career with opportunities within the expanding Dealer Network
* Upon successful completion, you’ll be well-equipped to advance into new roles
* This apprenticeship offers an opportunity to learn customer service and vehicle maintenance coordination within the automotive industry
* This role is suited for individuals with a passion for automobiles, strong communication skills, and a desire to learn and grow
* GCSE in English (grade 4) and Maths (grade 4) are referenced as part of the entry requirements
* Other relevant qualifications and experience may be considered
* Communication skills, IT skills, attention to detail, organisation, customer care, problem-solving, administrative skills, and patience are valued competencies
Salary, Hours and Start Date
* Salary: £15,704 for your first year, with potential increases based on age
* Hours: Monday – Friday, starting at 8:30am and ending at 5:30pm (40 hours per week). Specific hours may vary by dealer requirements
* Start date: Thursday 30 October 2025
* Duration: 1 year 3 months
About Porsche Centre Bournemouth
Porsche Centre Bournemouth has represented Porsche on the south coast for over forty years. We offer network-leading facilities, including multiple direct dialogue bays, a Porsche Approved SMART repair centre, and a state-of-the-art showroom. We are a Porsche Classic Partner with a dedicated team and a focus on building a Porsche Community in the area.
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