Customer Case Manager

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 Interaction Centre.

The Porsche Customer Interaction Centre 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., 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
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
Respond to FCA regulated complaints within defined timescales in order to mitigate financial risk to the business
Communicate confidently and professionally with all members and colleagues, delivering exceptional service at all times to protect the brand and promote retention
Convey decisions clearly, effectively, professionally, and empathetically in verbal and written format across a variety of media (e.g. email, letter, voice)
To receive calls and correspondence, which may be requests for vehicle information, customer queries and complaints. Alongside anything associated with Porsche products
To continuously develop individual specialist knowledge. This includes and not limited to, vehicle and warranty information, alongside an understanding of the Porsche Connect Services. Additionally, the Porsche strategy and regulatory compliance e.g. FCA
To build relationships with Porsche Centres and maintain communication with them when necessary.
To ensure that all goodwill gestures are individually tailored and reflect the inconvenience the customer has experienced. You should be able to use your initiative to create a bespoke goodwill package

Proven customer support experience
Strong phone contact handling skills and active listening
Able to Work effectively in a Team and a fast-paced environment
Proficient with MS Office. Understanding of CRM systems and practices would be beneficial
High level of verbal and written Communication
Experience handling complaints and taking ownership in finding resolutions
Customer orientation and ability to adapt/respond to different types of customer requirements
A passion for continuous improvement and a customer-centric mindset
Excellent communication and presentation skills
Ability to multi-task, prioritize and manage time effectively
Highly motivated and resilient

Full time, permanent contract, great working hours on a rotation of 8am to 5pm or 9am- 6pm Monday to Friday, 9am -1pm Saturday (1 weekend in 5

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Flexible hybrid working hours offered after successful probation
Generous paid holiday allowance, plus public holidays
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., Opportunity to work within a highly respected luxury brand, who strives to provide a luxury service
Competitive starting salary, with great career opportunities
Sociable working hours
Highly motivated and driven team, who are also fun and friendly

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:

Eligibility to join our bonus scheme.
27 Days Annual Leave + Bank Holidays
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.
Car salary sacrifice scheme - after 12 months of employment, where you'll enjoy significant tax savings, including electric vehicle options.
FREE RAC Ultimate Complete Breakdown Service from Day One.
Access to Orange Savings, our online discounts portal offering 1000's of savings on high street retailers, supermarkets, holidays, tech and much, much more.
FREE onsite parking.