Outbound Case Manager

Role Overview

As a Outbound Case Manager, you will be part of our talented Porsche Customer Relations Hub Outbound Team, delivering exceptional service to Porsche prospective and existing customers depending on requirements. This is primarily an outbound function contacting customers and network to facilitate resolution to any recalls, safety issues or pre and post sale activity. In return we offer a salary of up to £27,000.

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 Outbound Case Managers are on hand to support each customer with highly individualised customer care. Each advisor is fully empowered to provide bespoke solutions, which ensure that every customer remains loyal to the brand.

• Represent Porsche Cars Great Britain, championing a luxurious focus on customer service.
• Ensure quality of data recording on all activities.
• Challenge current status‑quo and work with the team to identify opportunities for continuous improvement.
• Handle all calls and correspondence professionally, thoroughly and promptly, using all resources available to ensure effective, timely and individual resolutions.
• Make and receive calls and correspondence, which may be requests linked to campaigns and requested activity.

• Build up and continuously update individual specialist knowledge in relation to the Porsche products. Are you confident in an outbound customer contact setting? Do you have experience in a customer service environment? Ability to deal with challenging customers and dealers to reach positive outcomes.
• Previous automotive experience preferred.
• Excellent verbal and written communication skills, with an ability to explain information clearly and with confidence.
• Ability to manage own time and workload effectively and efficiently.
• Excellent attention to detail.
• High levels of empathy, and ability to put yourself in the customer's shoes.
• Proficient skills with MS Office, and an understanding of CRM systems and practices would be beneficial.
• Drive, motivation and enthusiasm to go above and beyond to always delight your customers.

Full time, permanent role. Shift requirements will fall within our opening hours of Monday – Friday 08:00 – 18:00. Flexible hybrid working hours offered after successful probation. Generous paid holiday allowance, plus public holidays. 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 fun and friendly.

• 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.
• 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.
• 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 welcome applicants of all backgrounds and experiences.