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Porsche Experience Centre

3 months ago

Towcester, Northamptonshire, United Kingdom DEKRA Full time

Porsche Experience Centre - Customer Contact Team Leader:

Location:
Porsche Experience Centre at Silverstone Circuit, Towcester

Salary:

Competitive Contract:
Full time, Permanent - Four weekend days per year
DEKRA is the world's leading vehicle testing and inspections organisation, with over 47,000 employees in more than 50 countries. The core activities of the global DEKRA business involve vehicle inspections and testing, automotive solutions and claims management.

In the UK, we offer diverse services across automotive, oil and gas, insurance and chemical and process safety industries.

Customer Contact Team Leader - The Role:

To ensure the provision of excellent customer service, satisfying customer requirements in line with the Porsche Brand and agreed individual performance targets.

To support, coach, develop and lead a team of Porsche Experience Centre (PEC) Customer Contact Advisors, enabling them to deliver a Porsche experience to match the level of the product.


In addition to this you will be responsible for:

  • Provide appropriate support to team members to ensure that performance targets are met. In peak absence and volume traffic times to assist the team in achieving contractual service levels and to act as the first point of contact for handling and resolution of any customer complaints
  • Proactively manage the customer booking system to ensure all available experience capacity is utilised and resource updated.
  • Conduct regular 1:1 performance reviews and biannual appraisals with each team member along with quality audits, identifying any training and development needs to continuously improve performance.
  • Ensure the team are kept fully up to date, in a timely manner and using a suitable medium, with relevant information to provide a highquality service, identifying and coordinating training needs as required.
  • Manage resource for the team to ensure adequate shift cover, assisting in the production of shift rotas that maximise performance.
  • Daily management of the booking system
  • Invoicing, updates testing, logging support tickets. KPI & SLA tracking, providing regular report updates to Management.
  • Work closely with CRM Team to ensure all Porsche New Car Customers are invited in a timely manner to PEC and in line with the prevailing invitation strategy.
  • Streamline booking process and improve reporting accuracies.
  • Support PEC Events when required.
  • Management and resolution of customer issues.
  • Promote a culture of motivation and positive morale amongst the Contact Team by building team spirit, participation and recognising the contribution of individuals.
  • Professionally and effectively represent Porsche and Dekra.
  • Maintain personal awareness of Porsche's and DEKRA's quality policies and procedures, and to always comply with the general and departmental procedures of both DEKRA and Porsche

Essential Knowledge and expertise:

  • Highly motivated selfstarter
  • Customer focus
  • Building relationships
  • Experience and drive to develop team processes and ensure consistent implementation.
  • Can demonstrate experience of managing teams within a customer service environment
  • Ability to analyse reporting and present recommendations
  • Have a positive approach to finding solutions with a cando attitude
  • Ability to provide excellent customer service both on the telephone or in person
  • Excellent communication, presentation, and strong interpersonal skills.
  • The aptitude and desire to gain good allround Porsche product knowledge
  • IT literate (Powerpoint, Excel, booking platforms)
  • Experience of booking system management is beneficial

Desirable Knowledge and expertise:

  • Previous experience in a contact centre environment
  • Experience with CRM systems


This is a fantastic opportunity for someone who displays ambition and drive who wants to build on their career and progress within a global, market leading organization.


If you feel you have the necessary skills and experience to be successful in this role click on "APPLY" today, forwarding an up to date copy of your CV for consideration in the first instance.
No agencies please.