Do you know how to deliver an exceptional customer experience? Whether you’ve worked in retail, hospitality, or a call centre environment, as a Personal Case Manager with Porsche, you will be responsible for ensuring each customer feels valued each time they communicate with The Porsche Customer Relations Hub. The Porsche Customer Relations Hub is powered by RAC and embedded at the Head Quarters of Porsche Cars Great Britain in Reading Porsche are famous for creating incredible sports cars, but our success is built upon the strong relationships we create with our customers. We believe that a Porsche customer should enjoy customer care that is worthy of the Porsche crest. Our talented team of Porsche Personal Case Managers are on hand to support each customer with highly individualised customer care. As well as answering simple or complex customer questions, each advisor is fully empowered to provide bespoke solutions, which ensure that every customer remains loyal to the brand. Full time, permanent contract, Shift requirements will fall within our opening hours of Monday – Friday 08:00 – 18:00, Saturday 09:00 – 13:00 (1 weekend in 4*) 1. Flexible hybrid working hours offered after successful probation 2. Generous paid holiday allowance, plus public holidays 3. No call scripts, no call length targets, just one goal: exceeding customer expectations! We believe that our talented, passionate employees deserve to feel valued, so we provide a great working environment, free parking, complimentary tea and coffee, a fabulous subsidised onsite restaurant, exciting team events, and access to experience our amazing products with an Annual Bonus based on company performance. Person Specification 4. Proven customer support experience 5. Strong phone contact handling skills and active listening 6. Able to Work effectively in a Team and a fast-paced environment 7. Proficient with MS Office. Understanding of CRM systems and practices would be beneficial 8. High level of verbal and written Communication 9. Experience handling complaints and taking ownership in finding resolutions 10. Customer orientation and ability to adapt/respond to different types of customer requirements 11. A passion for continuous improvement and a customer-centric mindset 12. Excellent communication and presentation skills 13. Ability to multi-task, prioritize and manage time effectively 14. Highly motivated and resilient As a Porsche Personal Case Manager, it will be your responsibility to: 15. Manage all calls and email correspondence professionally, investigating thoroughly and promptly. This will be with the use of all available resources and multi-systems to ensure effective, timely and individual resolutions 16. Take personal ownership in investigating, answering, and resolving customer complaints, enquiries with a high level of professionalism, ensuring the customer is kept regularly up to date throughout the life cycle of the issue 17. Respond to FCA regulated complaints within defined timescales in order to mitigate financial risk to the business