Can you handle and resolve conflict effectively? Are you confident in handling complex complaints and ensuring every customer is treated fairly?
As an Executive Case Manager with Porsche, you will be the face and voice of the Porsche Customer Relations Hub, developing effective working relationships within the Porsche Network to provide the best possible care for Porsche customers.
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 Executive Case Managers are on hand to support each customer with highly individualised customer care. Each advisor is fully empowered to provide bespoke solutions, which ensure that every customer remains loyal to the brand.
Full time, permanent role, 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!
This is a complex area of the business, so we're looking for individuals with:
4. Extensive experience in the management and resolution of customer complaints
5. Previous automotive experience preferred
6. Excellent verbal and written communication skills, with an ability to explain information clearly and with confidence
7. Tenacity when handling complaints
8. Ability to deliver difficult messages to customers and Porsche Centres
9. High levels of empathy, and ability to put yourself in the customer’s shoes
10. Proficient skills with MS Office, and an understanding of CRM systems and practices would be beneficial
11. Drive, motivation and are enthusiastic to go above and beyond to always delight your customers
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.
As a Porsche Executive Case Manager, you will have responsibility for:
12. Ensuring the delivery of a luxury customer experience for Porsche UK
13. Acting as a focal point for director correspondence, rejection, litigation and legal cases
14. Progressing complex cases by supporting colleagues, sharing knowledge and best practice
15. Facilitating the resolution of complex tasks, cases, and managing situations in the most customer centric way
16. Delivering an excellent customer experience whilst also understanding how to draw to the best conclusion for the business
What you’ll do...
17. Represent Porsche Cars Great Britain, championing a luxurious focus on customer service
18. Handle high level and complex complaints
19. Resolve ad-hoc customer issues as a result of escalation
20. Investigate thoroughly and promptly, using all resources available to ensure effective, timely and individual resolutions, and a written response provided in line with Brand tone of voice
21. Escalate issues impacting the customer experience, whilst maintaining contact with the customer to retain the quality of the experience
22. Be a point of escalation for Porsche Customer Relations Hub
Why Should You Apply?
23. Opportunity to work within a highly respected luxury brand, who strives to provide a luxury service
24. Competitive starting salary, with great career opportunities
25. Sociable working hours
26. Highly motivated and driven team, who are fun and friendly
What we offer
At RAC, our colleagues do whatever it takes to help our customers. And we believe in rewarding you in return. As well as a competitive salary, you’ll have all these extra benefits:
27. Eligibility to join our bonus scheme.
28. 27 Days Annual Leave + Bank Holidays
29. Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings.
30. 2 x Basic Salary Core Employer funded Life Assurance cover (4 x for pension scheme members) with the option to flex up to 10 x cover through our flexible benefits offering.
31. Family leave support including paid time off, flexibility and resources to help balance work and family commitments.
32. Confidential personal support service, available 24 hours a day every day of the year for you and any family members ages 16+ in your household.
33. Car salary sacrifice scheme – after 12 months of employment, where you’ll enjoy significant tax savings, including electric vehicle options.
34. FREE RAC Ultimate Complete Breakdown Service from Day One.
35. Access to Orange Savings, our online discounts portal offering 1000’s of savings on high street retailers, supermarkets, holidays, tech and much, much more.
36. FREE onsite parking.
When you join us you will automatically be opted into our Colleague Share Scheme, called ‘Owning it together’. This is a unique opportunity for our colleagues to get rewarded for the outstanding work they deliver, to share in the future success of the RAC and is no ordinary work benefit, incentive, or bonus!
We’re committed to developing a culture that is representative of the diverse communities we serve and one which is open, accessible, collaborative, and inclusive. We welcome applicants of all backgrounds and experiences.