Customer Contact Advisor : Porsche Experience Centre

Customer Contact Advisor – Porsche Experience Centre

Location : Porsche Experience Centre, Silverstone Circuit, Towcester, NN12 8GR Salary : £26,750 per annum + potential 10% annual bonus Contract : 37.5 hours per week, Monday to Friday, plus a minimum of four weekend dates per year Hours : Rotational shifts: 8:00am–4:30pm, 8:30am–5:00pm or 9:00am–5:30pm

At DEKRA Automotive, we're proud to support one of the world's most prestigious automotive brands. We're looking for a Customer Contact Advisor to join the team at the Porsche Experience Centre at Silverstone.

This is more than a customer service role. You'll be part of creating an exceptional Porsche experience, whether you're helping customers plan their visit, managing bookings and enquiries, or welcoming guests in person.

If you love delivering outstanding service, building relationships and working in a premium customer-focused environment, this could be the role for you.

What You'll Do

Key Accountabilities – Reception

• Deliver an exceptional customer experience that reflects the standards, values, and reputation of the Porsche brand.
• Manage inbound and outbound customer communications via telephone, email, and digital channels in a professional and timely manner.
• Respond to customer enquiries, requests, and feedback accurately, ensuring all interactions are handled with a customer-centric approach.
• Coordinate and administer bookings for Porsche Experience Centre programmes, events, and driving experiences.
• Build and maintain positive relationships with customers, prospects, Porsche Centres, and internal stakeholders.
• Provide tailored information and recommendations to customers based on their individual requirements and interests.
• Accurately maintain customer records and booking information within relevant systems and databases.
• Manage Porsche Cars GB correspondence in accordance with established processes, service standards, and brand guidelines.
• Resolve customer queries and concerns effectively, escalating complex issues where appropriate and ensuring satisfactory outcomes.
• Proactively identify opportunities to enhance the customer journey and contribute to continuous service improvement initiatives.
• Support the achievement of team and departmental objectives, including customer satisfaction, response times, and operational performance targets.
• Ensure all communications are delivered with professionalism, attention to detail, and a high standard of written and verbal presentation.
• Maintain a thorough understanding of Porsche products, services, experiences, and brand initiatives to confidently support customer enquiries.
• Collaborate closely with colleagues across the Porsche Experience Centre to ensure a seamless and consistent customer experience.
• Adhere to all company policies, data protection requirements, and compliance standards when handling customer information.

Key Accountabilities – Reception (required for 1 week in every 5)

• Provide a warm and professional welcome to all guests, ensuring every visitor receives an exceptional first impression that reflects the standards of the Porsche brand.
• Manage the customer arrival process, including driving licence verification, completion of participation documentation, and ensuring all relevant pre-event requirements are fulfilled.
• Process customer payments and retail transactions accurately and efficiently, while supporting sales within the Porsche Experience Centre retail environment.
• Direct customers and guests to the appropriate locations, activities, and facilities, ensuring a seamless and well-coordinated customer journey throughout their visit.
• Prepare and maintain weekly guest schedules and attendance records, liaising closely with all operational departments to ensure customer requirements and event logistics are fully coordinated.
• Provide face-to-face customer support, responding promptly and professionally to enquiries, requests, and issues, taking ownership to achieve a satisfactory resolution.
• Manage customer communications and administration, including email correspondence, updating customer records, and ensuring all data is accurately maintained in accordance with company procedures.
• Collect, process, and report customer feedback, supporting continuous improvement initiatives and helping to enhance the overall Porsche Experience Centre customer journey.

What You'll Bring

• Experience in a customer service role and a genuine passion for helping people.
• Confidence communicating professionally over the phone and face-to-face.
• Strong written communication, attention to detail and organisational skills.
• Good IT skills, including accurate keyboard and data-entry skills.
• A proactive, customer-focused approach and the confidence to resolve queries.
• A willingness to develop strong knowledge of Porsche products, services and experiences.
• The flexibility to support occasional weekend dates as required.

Previous experience in a premium or luxury customer environment would be beneficial, but the key is your ability to deliver service that makes every customer feel valued and to work collaboratively as a strong team player.

What You'll Receive

• £26,750 salary, plus the potential to earn a 10% annual bonus.
• 25 days' annual leave plus bank holidays.
• Holiday buy-and-sell scheme.
• Private health insurance.
• Pension contribution.
• Employee referral scheme.
• Eye test vouchers.
• Electric vehicle salary sacrifice scheme.
• Employee Assistance Programme.

Ready to Be Part of the Porsche Experience

Join DEKRA Automotive and help deliver the exceptional service, attention to detail and person