Porsche Personal Case Manager

RAC; Reading; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a leading company as a Porsche Personal Case Manager, where you'll deliver exceptional customer experiences and provide tailored solutions. This full-time role offers competitive salary and benefits, including flexible hybrid working after probation, generous paid holidays, and opportunities for career growth within a respected luxury brand.

Benefits

Generous paid holiday allowance

Flexible hybrid working hours

Annual Bonus based on company performance

Free onsite parking

Complimentary tea and coffee

Subsidised onsite restaurant

Access to discount portal

Qualifications

• Proven customer support experience required.
• Strong phone contact handling skills and active listening essential.
• High level of verbal and written communication needed.

Responsibilities

• Manage all calls and email correspondence professionally.
• Take personal ownership in resolving customer complaints.
• Communicate confidently with all members and colleagues.

Skills

Customer orientation

Communication

Active listening

Teamwork

Problem-solving

Tools

MS Office

CRM systems

Job description

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Join to apply for the Porsche Personal Case Manager role at RAC

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 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.

Full time, permanent contract, Shift requirements will fall within our opening hours of Monday - Friday 08:00 - 18:00, Saturday 09:00 - 13:00 (1 weekend in 4*)

• 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.

Person Specification

• 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
  
  

As a Porsche Personal Case Manager, it will be your responsibility to:

• 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
  
  

Why Should You Apply?

• 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
  
  

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:

• Eligibility to join our bonus scheme.
• 27 Days Annual Leave + Bank Holidays
• Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings.
• 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.
• Family leave support including paid time off, flexibility and resources to help balance work and family commitments.
• 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.
  
  

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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Vehicle Repair and Maintenance

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