Porsche Contact Centre Team Manager (Hiring Immediately)

RAC has an exciting opportunity for a Contact Centre Team Manager to join The Porsche Customer Relations Hub in Reading. We are looking for a Team Manager that will support, coach, develop and lead a team of Outbound Case Managers. You will ensure the provision of excellent customer service, satisfying customer requirements in line with the Porsche Brand philosophy and agreed individual performance targets.

As a Porsche Team Manager you will be responsible for colleague development activity and coaching across the contact centre, you will also support implementation and management of new initiatives agreed with customer.

The Porsche Customer Relations Hub is powered by RAC and embedded at the Head Quarters of Porsche Cars Great Britain in Reading.

Working pattern is Monday to Friday between 8am and 6pm.

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 regular access to experience our amazing products with an Annual Bonus based on company performance.

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.
• Holidays – 27 days & 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!

What you’ll do…

• Primarily manage an outbound function contacting customers and network to facilitate resolution to any recalls, safety issues or pre and post sale activity.
• To actively be involved with their team contacting customers
• Manage Team Workload and support CIC management team to ensure optimum service in KPI and quality and required resource is maintained
• Lead, manage, motivate, and support a team of outbound case managers by providing regular feedback on performance, providing coaching and development plans
• Ensure daily performance is maximized, and manage downtime
• Promote a culture of motivation and positive morale amongst team members by building team spirit, participation and recognizing the contributions of individuals.
• Ensure the continuous development of processes and procedures to support and enhance the team’s effectiveness in delivering first class customer service.
• Support a culture of innovation – challenge current status quo and be well read on current and future customer service trends and behaviours
• Attend supplier reviews and daily interactions direct with client representatives at all levels up to exec if required
• Manage all colleague absence and attendance in line with all RAC agreed processes
• Work with other Porsche Ownership teams (Technical, Warranty & Parts) to support and drive continual improvement of processes and ways of working
• Be a role model for RAC within PCIC operations, demonstrating the business values at all times.
• Demonstrate the ability to provide flexibility to support both the business and line manager if required.

Essential, Skills, Knowledge and Experience you’ll need…

• Ability to deal with challenging customers and dealers to reach positive outcomes
• Time Management – Ability to manage own time and workload effectively and efficiently.
• Proven ability to lead, coach and motivate a team
• Proven track record on delivering service initiatives and KPI’s
• Experience of communicating up to Exec level
• Demonstrated strong relationship building and management skills
• Good level of commercial awareness
• Planning, organising and prioritisation skills
• Understanding of and adherence to all FCA requirements
• Knowledge of consumer rights law and how to apply

Need to exhibit behaviours consistent with RAC core values:

• Handle it Together
• Exceptional Service
• Raise the Bar
• Own It

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.