About The Role
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 is renowned for creating incredible sports cars, but our success is rooted in the strong relationships we build with our customers. We believe every Porsche customer deserves customer care worthy of the Porsche crest.
Our talented team of Porsche Personal Case Managers are dedicated to providing highly personalized customer care. They handle simple and complex queries, empowered to offer bespoke solutions to ensure customer loyalty.
Contract details: Full-time, permanent, with shift hours from Monday to Friday 08:00 – 18:00, and Saturday 09:00 – 13:00 (1 weekend in 4).
* Flexible hybrid working hours after successful probation
* Generous holiday allowance, including public holidays
* No call scripts or call length targets; our goal is to exceed customer expectations
We offer a supportive work environment, free parking, complimentary tea and coffee, a subsidized onsite restaurant, team events, and access to Porsche products, along with an annual bonus based on company performance.
Person Specification
* Proven customer support experience
* Strong communication skills and active listening
* Ability to work effectively in a team and fast-paced environment
* Proficient in MS Office; experience with CRM systems is a plus
* Excellent verbal and written communication skills
* Experience handling complaints and ownership in resolution
* Customer-centric mindset and adaptability
* Continuous improvement passion
* Good presentation skills
* Ability to multitask, prioritize, and manage time
* Motivated and resilient
Responsibilities
* Manage calls and emails professionally, investigating thoroughly and promptly using all available resources
* Take ownership of customer complaints and inquiries, keeping customers updated
* Respond to FCA-regulated complaints within set timescales to mitigate financial risks
* Communicate confidently and professionally to protect the brand and promote retention
* Convey decisions clearly and empathetically across various media
* Handle requests for vehicle information, queries, and complaints related to Porsche products
* Develop knowledge of vehicle and warranty information, Porsche Connect Services, and regulatory compliance
* Build and maintain relationships with Porsche Centres
* Create bespoke goodwill packages reflecting customer inconvenience
Why Apply?
* Opportunity to work with a luxury brand committed to exceptional service
* Competitive salary and career growth opportunities
* Sociable working hours
* Friendly, motivated team
What We Offer
We reward our colleagues with a competitive salary and benefits, including:
* Bonus scheme eligibility
* 27 days annual leave plus bank holidays
* Group Personal Pension scheme with company contributions
* Life assurance coverage
* Family leave support and resources
* 24/7 confidential support services
* Car salary sacrifice scheme
* Free breakdown service from day one
* Access to discounts through Orange Savings
* Free onsite parking
Joining us also means being part of our Colleague ShareScheme called ‘Owning it together’, rewarding outstanding work and shared success.
We are committed to diversity and inclusion, welcoming applicants from all backgrounds and experiences.
#J-18808-Ljbffr