Customer Contact Advisor

Porsche Retail Group Ltd; Reading; On-site; GBP 26,000 - 45,000; Full time

Job summary

A leading automotive retail group in Reading is seeking a Customer Contact Advisor. You will be the first point of contact for customers scheduling their vehicles for service. The role requires strong organisational skills, excellent communication abilities, and prior customer service experience, ideally in the automotive sector. This position offers a competitive salary and generous benefits including holiday, life assurance, and employee support programs.

Benefits

OTE of up to £45,000

35 days holiday per year

Life Assurance

Employee Assistance Program

Qualifications

• Experience in a customer service role, preferably in the automotive or service industry.
• Strong organisational and multitasking skills.
• Excellent communication and interpersonal abilities.

Responsibilities

• Respond to incoming service inquiries via phone and email.
• Schedule service appointments based on customer needs.
• Provide advice on service options and warranty requirements.

Skills

Customer service experience

Organisational skills

Communication skills

Multitasking abilities

Proficiency in MS Office

Tools

CRM Systems

Job description

Role

As a Customer Contact Advisor, you will be the first point of contact for all Porsche Retail Group (PRG) customers scheduling their Porsche for service, maintenance or repair, so you must have experience in:

• Extensive telephone liaison
• Arranging bookings / making appointments
• Customer service, ideally in an automotive or contact centre setting

Responsibilities

• Respond to incoming service inquiries via phone, email, and online platforms in a timely and professional manner
• Advising customers of potential work required (including warranty/recall campaigns) and clearly explaining service options, estimated time scales, and providing a quotation
• Scheduling service appointments based on customer needs and technician availability 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
• Determining the customers alternative transport requirements and arranging them as required
• Ensuring customer details are confirmed with the customer and updated accurately on relevant systems
• Loading the Workshop diary in CDK in accordance with the company's booking requirements
• Keeping up to date with services offered, service packages, and promotions

Requirements

Minimum Qualifications:

• Experience in a customer service role, preferably in the automotive or service industry
• Strong organisational and multitasking skills
• Excellent communication and interpersonal abilities
• Ability to remain calm and professional under pressure
• Handling multiple inquiries or tasks efficiently while maintaining quality service
• Proficiency in MS Office (especially Excel and Outlook) and CRM Systems

Preferred Qualifications:

• Experience in a contact centre or telephony based environment
• Basic understanding of vehicle systems and maintenance intervals
• Knowledge of automotive terminology

Benefits

Porsche Retail Group are committed to promoting a culture that champions diversity and equal opportunities. PRG believe diverse teams are catalysts of innovation and create multiple new ideas. One of our priorities is to celebrate diversity in all its dimensions while shaping an aspirational and inclusive company culture.

Benefits (continued)

• Shift Pattern: Monday - Friday 08:00-16:30 or 09:30-18:00 and 1 in 4 Saturdays on a rota basis 08:00-13:00. In the week you work on a Saturday, you will have a designated day off, Monday to Friday, in that week.
• OTE of up to £45,000, with a basic salary of £26,750 per annum and monthly bonus
• Option of a VW Group Vehicle at preferential leasing rates
• 35 days holiday per year (inc. Bank Holiday), with extra for long service
• Preferential rates on several products and services, including high street brands, restaurants, gyms, and Porsche products
• Life Assurance
• Income Protection Insurance
• DC Pension Scheme
• Employee Assistance Program - support and advice on issues impacting your wellbeing

Location

This role will be based at Porsche Retail Group Head Office, which is located at the home of Porsche Cars GB. Located conveniently just off junction 12 of the M4, adjacent to a retail park, gym, petrol station and well-known furniture brands. Enjoy a heavily subsidised restaurant serving delicious breakfast and lunch options, along with a fantastic barista bar to fuel your day. Plus, we offer free on-site parking for all staff members.

As an alternative to Porsche Retail Group Head Office, this role has the flexibility to be based out of Porsche Centre East London.

Company

Headquartered in Reading alongside Porsche Cars GB Ltd, Porsche Retail Group (PRG) are owned wholly by Porsche Germany. We operate several Porsche Centres, Service Centres and a Trade Parts Distribution Centre in and around London and the South-East.

Our journey embodies the Porsche DNA, a love of sports cars and a passion for excellence and challenging the status quo. Our centres feature state-of-the-art facilities and highly trained staff to ensure that the purchasing, servicing, and ownership experience of Porsche customers are of the highest quality.