Customer Contact Advisor

eRecruitSmart; Reading; On-site; GBP 22,000 - 35,000; Full time

Job summary

A leading automotive company is looking for a Customer Contact Advisor to join their team in Reading. This role involves providing exceptional service to customers by assisting with vehicle maintenance bookings and ensuring effective communication processes. The ideal candidate will possess strong customer service skills and technical knowledge of automotive services.

Benefits

27 days holiday per year plus bank holidays

Option of a VW group vehicle at preferential leasing rates

Private Medical Insurance

Life Insurance

Employee Discounts Programme

Employee Assistance Programme

Qualifications

• Experience in a customer-facing role, preferably in automotive.
• Ability to understand and document customer issues.
• Familiarity with FCA Compliance requirements.

Responsibilities

• Answer inbound customer queries and book services.
• Document customer issues and advise on necessary services.
• Load workshop diaries according to company requirements.

Skills

Communication

Customer Service

Technical Knowledge

Job description

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Porsche Retail Group have an excellent opportunity for a Customer Contact Advisor to work for one of the world’s most iconic brands and join the prestigious Porsche Retail Group Head Office in Reading. Porsche Retail Group Head Office shares a site with Porsche Cars Great Britain, Porsche Central Operations and Porsche Centre Reading, with shared facilities including an onsite restaurant, coffee bar and parking. The site is also located within walking distance of a local shopping park.

About the company
Porsche Retail Group is a wholly owned subsidiary of Porsche Cars Great Britain and are one of the largest Porsche Dealer Groups in the UK, representing five Porsche Centres located in Guildford, Hatfield, Mayfair, Reading and West London. Porsche Retail Group are proud to be one of Best Companies’ Top 100 large companies to work for in the UK , as well as a Top 5 company in Automotive , and combine an outstanding working environment with great benefits and an extremely competitive package.

About the role
As a Customer Contact Advisor, you will provide Porsche Retail Group Ltd. (PRG) customers with a consultative booking service for the maintenance and/or repair of their vehicle, whilst ensuring the group’s workshops are loaded in such a manner that ensures efficient utilization of available capacity.

Aftersales Communication

• Answering all inbound Aftersales customer booking communications (phone calls, e-mails, web enquiries etc.) and ascertain the customer’s requirements
• Listening to customer's description of symptoms; clarifying the description of problems and documenting this verbatim and advising accordingly and/or
• Determining services needed by reviewing service history and referencing manufacturer service intervals
• Advising customers of potential work required (including warranty/recall campaigns), providing a quotation and documenting on the service booking.
• Booking the vehicle into the relevant PRG Centre’s Aftersales Department and providing confirmation of the booking to the customer
• Providing advice/guidance to the customer on the location and facilities of the relevant Porsche Centre
• Loading the Workshop diary in in accordance with the company’s booking requirements
• Contact pre-determined customers by an appropriate communication channel with the intent of re-engaging them with PRG’s products and services, following the inbound communications process above.

General Duties

• As appropriate, collate and provide feedback to the Group Marketing function relation relating to improving PRG’s customer communication processes
• Keep updated with the FCA Compliance requirements of the business, working within the Insurance Code of Business guidelines for the sale of the Porsche Approved Warranty and Assistance and capture of FCA related complaints
• Ensure technical knowledge is up to date to understand customer needs and requirements.

For the role of Customer Contact Advisor, the hours of work are Monday to Friday 8.00am to 5.00pm or 9.00am to 6.00pm or 9.30am to 6.30pm. And one in 3 Saturdays 8.00am to 12.00pm or 9.00am to 1.00pm.

About the rewards
There is a basic salary on offer of £22,500 per annum, plus bonus of up to £8,500, dependant on personal performance. You will also receive a fantastic benefits package, including:

• 27 days holiday per year plus bank holidays
• Option of a VW group vehicle at preferential leasing rates
• Private Medical Insurance
• Life Insurance
• Staff preferential rates
• Employee Discounts Programme
• Employee Assistance Programme

How to apply
Please note that eRecruitSmart is advertising the role of Customer Contact Advisor on behalf of Porsche Retail Group. Your CV will be sent to the Hiring Manager who is responsible for the vacancy that you have applied to. Please only apply if you consent to these terms.

You must have eligibility to work in the UK. Please note, only suitable applicants will be contacted. If your address and contact details are not on your CV, you will not be considered.

We look forward to hearing from you!



Service, aftersales, customer advisor, contact centre, automotive, motor,