Customer Experience Team Advisor

As a Customer Experience Team (CET) Advisor you will deliver a professional, compliant, and customer-centric approach to managing finance renewals, lead triage, and customer engagement activities. You will play a key part in ensuring a seamless ownership journey for our customers while supporting business growth.

Key Responsibilities

  • Proactively contact existing and potential customers to identify sales and retention opportunities.
  • Book account or ownership reviews and maintain high-quality data within CRM systems.
  • Conduct compliant finance renewal calls using Key2Key and manage PFS-led campaigns.
  • Re-engage lost sales leads and qualify manufacturer-generated leads.
  • Review and triage electronic enquiries to determine sales potential.
  • Ensure all communications comply with FCA regulations and company standards.
  • Support customer engagement through anniversary calls and retention activities.

Minimum Qualifications

  • Proficient in CRM and lead management tools (e.g., C@P, eMax).
  • Proven experience in customer contact, sales support, or lead management.
  • Strong communication skills with ability to build rapport via phone and digital channels.
  • Excellent organisation, time management, and attention to details
  • Ability to work to compliance and quality standards, especially for financial products.
  • Confident decision-making and problem-solving skills.
  • Self-motivated, able to work independently and collaboratively.

Desirable Qualifications

  • Experience in automotive retail, finance, or customer retention.
  • Knowledge of Key2Key and manufacturer systems.
  • Understanding of finance renewal processes and FCA regulations.
  • Familiarity with customer retention strategies and campaign management.
  • Ability to identify cross-sell and up-sell opportunities.

In return, we offer:

  • Competitive annual salary, plus a bonus up to 8% per annum
  • Fixed hours each week (32hours) - Monday to Friday (Starting between 8:00 - 9:00 and finishing between 17:00 to 18.00) with a day off in the week.
  • 33 days holiday per year (Pro-Rata)
  • Employee representative body - your voice at work
  • Preferential rates on several products and services, including high street brands, restaurants, gyms and Porsche products
  • Dedicated mental health championsLive Assurance
  • DC Pension Scheme
  • Employee Assistance Program - support and advice on issues impacting your wellbeing

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.

Centre

Porsche Centre South London is located off the A20 towards Bexley. With free onsite parking and stone’s throw away from Tesco Superstore. It’s also a five-minute drive from Bannatyne Health Club and Orpington’s Retail Park.

Company

Headquartered 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.

#J-18808-Ljbffr Salary: GBP 30000 - 42000 per year
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