Customer Contact Advisor

Porsche Retail Group (PRG) have an excellent opportunity for a Customer Contact Advisor to work for one of the world’s most iconic brands and join Porsche Centre East London.  This position is a 9-month fixed term contract.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 call centre setting

Role:You will be responsible for providing an excellent, consultative booking service, coordinating bookings efficiently, and ensuring clear communication between customers and the relevant Porsch Centre’s service department. Ensuring all 6 of Porsche Retail group’s workshops are loaded in such a manner that ensures efficient utilization of available capacity.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

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 Offices (especially Excel and Outlook) and CRM Systems

Preferred Qualifications: 

• Experience in a call centre environment
• Basic understanding of vehicle systems and maintenance intervals
• Knowledge of automotive terminology
• Previous experience within a luxury retail brand 
• Familiarity with dealer management systems
• 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:

• 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.
• A basic salary up to £26,750 pro rata, dependent on experience plus monthly bonus – OTE £40,000 per annum
• Option of a VW Group Vehicle at preferential leasing rates 
• 35 days holiday per year pro rata (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.

CentreWhilst supporting the whole of Porsche Retail Group, this role will be based at Porsche Centre East London. The Centre is located opposite Gallions overground train Station (DLR) which you can easily reach from Custom House (Elizabeth Line). With free onsite parking and a short walk to Co-op and Starbuck. It’s also a five-minute walk from SportsDock – multi-use sports complex and Galyons Royal Dock – offering coffee shops and restaurants.CompanyHeadquartered 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.ApplyingPlease note that eRecruitSmart is advertising the role 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. You must reside in and have eligibility to work in the UK  Please only apply if you consent to these terms.