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Personal Case Manager

Location: Calcot, Reading

Hours: 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*)

Salary: £26,000 - £27,000 per year + company performance bonus + benefits (pay review after successful probation)

CE Solutions are proud to be working with RAC and Porsche, the perfect collaboration in the automotive world. They’re looking for new recruits to join their existing team as Personal Case Managers. The role is based at the Porsche Customer Interaction Centre, which is powered by RAC, and is embedded at the Head Quarters of Porsche Cars in Reading.

The role: 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.

Porsche are famous for creating incredible sports cars, but their success is built upon the strong relationships they create with their customers. They believe that a Porsche customer should enjoy customer care that is worthy of the Porsche crest. The 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.

We believe that their 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.

Why You’ll Love It…

* Flexible hybrid working hours offered after successful probation (3 days in office, 2 days at home)

* Generous paid holiday allowance, plus public holidays

* No call scripts, no call length targets, just one goal: exceeding customer expectations!

* Opportunity to work within a highly respected luxury brand, who strives to provide a luxury service

* Sociable working hours

* Highly motivated and driven team, who are also fun and friendly

What you’ll do…

* 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

The candidate:

What you’ll need…

* Experience handling complaints and taking ownership in finding resolutions

* Strong phone contact handling skills and active listening

* Proficient with MS Office. Understanding of CRM systems and practices would be beneficial

* High level of verbal and written Communication

* Customer orientation and ability to adapt/respond to different types of customer requirements

* A passion for continuous improvement and a customer-centric mindset

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.

* 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.

If you feel that you have the relevant experience, please apply now