RAC·7 days ago
7 days ago
Porsche Personal Case Manager
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What you'll do
- Act as the first point of contact for members via phone and email
- Take ownership of customer queries and complaints from initial contact through to resolution
- Manage FCA-regulated complaints accurately and in line with regulatory requirements
- Build strong relationships with Porsche Centres and internal stakeholders
- Communicate clearly, professionally and empathetically at every stage of the customer journey
- Provide regular updates and manage expectations throughout each case
- Use sound judgement to identify appropriate resolutions and goodwill gestures
- Maintain accurate records across customer and complaint management systems
- Develop expertise in Porsche products, services and processes
- Deliver a consistently high standard of service that reflects both Porsche and the RAC brand
What they're looking for
- Previous experience in a customer service, contact centre or case management environment
- Experience handling complaints or resolving complex customer issues
- Strong written and verbal communication skills
- Good IT skills, including experience using CRM systems and Microsoft Office
- Excellent organisation skills with the ability to manage multiple priorities
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
About The Role
Join the RAC as a Porsche Personal Case Manager and deliver a personalised service that leaves a lasting impression on every member.
- Up to £27,000 salary
- Full-time, permanent role
- Based at Porsche HQ, Reading
- Monday to Friday between 08:00 and 18:00, plus 1 in 4 Saturdays (09:00 to 13:00)
- Hybrid working available following successful completion of probation
A different kind of customer service role
This isn't a traditional contact centre role.
At the Porsche Customer Relations Hub, powered by the RAC, you'll take ownership of each member's journey from start to finish. Rather than passing queries between teams, you'll build relationships, investigate concerns, and deliver solutions that reflect the standards of a premium brand.
You'll have the support, trust and autonomy to make decisions that genuinely improve the member experience.
What you'll do
- Act as the first point of contact for members via phone and email
- Take ownership of customer queries and complaints from initial contact through to resolution
- Manage FCA-regulated complaints accurately and in line with regulatory requirements
- Build strong relationships with Porsche Centres and internal stakeholders
- Communicate clearly, professionally and empathetically at every stage of the customer journey
- Provide regular updates and manage expectations throughout each case
- Use sound judgement to identify appropriate resolutions and goodwill gestures
- Maintain accurate records across customer and complaint management systems
- Develop expertise in Porsche products, services and processes
- Deliver a consistently high standard of service that reflects both Porsche and the RAC brand
What you'll need
- Previous experience in a customer service, contact centre or case management environment
- Experience handling complaints or resolving complex customer issues
- Strong written and verbal communication skills
- Good IT skills, including experience using CRM systems and Microsoft Office
- Excellent organisation skills with the ability to manage multiple priorities
Why join us?
This role offers something different from a typical customer service position.
You'll have genuine ownership of your workload, the freedom to make decisions, and the opportunity to represent one of the world's most recognised automotive brands. The focus is on delivering quality outcomes, not hitting call volume targets.
What you'll get in return
- Hybrid working after probation
- 27 days' holiday plus bank holidays
- Annual performance bonus
- Free RAC Ultimate Breakdown Cover from day one
- Onsite parking, refreshments and restaurant facilities
- Access to Porsche experiences and team events
- Car salary sacrifice scheme, including electric vehicles
- Wellbeing support for you and your family
- Colleague Share Scheme following probation
Who thrives in this role?
You'll enjoy this role if you take pride in delivering great outcomes for people. You're someone who listens carefully, stays calm under pressure, and enjoys seeing things through to completion.
You value ownership, pay attention to detail, and take satisfaction from resolving issues the right way.
We're the RAC
With over 125 years of history and 12.5 million members, the RAC is one of the UK's most trusted brands. We're on a mission to become the UK's number one motoring services provider, and our people are at the heart of that journey.
We're committed to creating an inclusive workplace where everyone feels valued, supported and able to be themselves. We welcome applications from people of all backgrounds and experiences and are proud to be an equal opportunities employer.
Ready to make a difference to every member you support? We'd love to hear from you.
Company
RAC
Calcot, United Kingdom
Company facts come from this company's own listings. We only show what the postings themselves carry.