Service Quality Support Specialist

Porsche; Reading; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company is seeking a Service Quality Support Specialist to provide comprehensive support for warranty processes across Porsche Centres in the UK and Ireland. The role involves ensuring compliance with warranty standards, engaging with technical teams, and managing warranty data for insights. Candidates should possess relevant experience in warranty handling and a solid background in customer service.

Benefits

Competitive salary

Annual bonus

Private medical insurance

27 days of annual leave

VW ECOS vehicle

Qualifications

• 2-3 years' experience in a vehicle warranty environment.
• Good knowledge of claims handling and parts pricing.
• Proficiency in Microsoft Excel and Outlook.

Responsibilities

• Complete warranty function tasks as per department requirements.
• Support centres in handling warranty and goodwill concerns.
• Monitor warranty performance metrics for continuous improvement.

Skills

Warranty processes

Claims handling

Problem-solving

Collaboration

Data analysis

Education

GCSEs in English and Maths or equivalent

Relevant bachelor degree in automotive industry

Tools

Microsoft Office

Dealer Management Systems

Job description

As a Service Quality Support Specialist, you will provide comprehensive service quality support to UK/IE Porsche Centres, ensuring that commercial and operational requirements and standards of warranty delivery are consistently met and aligned with Porsche's brand values.

Responsibilities

• Ensure daily warranty function tasks are completed in line with department requirements
• Provide focused support to Centres and their customers through handling all manner of warranty, goodwill and campaign concerns
• Ensure efficient and accurate processing of warranty claims to support customer satisfaction and business profitability
• Support compliant management of recall and quality campaigns to ensure adherence to Porsche Cars GB Ltd (PCGB) campaign processes
• Monitor warranty performance metrics and implement continuous improvements to improve standards, reduce costs and enhance service quality
• Collaborate with cross-functional teams including technical support, service, parts, sales, training, and quality to optimise warranty processes
• Manage warranty data and reporting to provide actionable insights for strategic decision-making, incorporating reporting tools such as Business Intelligence (BI) platforms
• Engage, as required, with the Porsche Service Analysis programme (PSA), including on-site work at Porsche Centres across the UK and Ireland alongside other Service Quality Support Specialists
• Keep updated with the FCA Compliance Assessment, working within the Insurance Code of Practice guidelines
• Actively work towards obtaining relevant auditing certification to enhance expertise and contribute to quality assurance processes
  
  

Requirements

Minimum Qualifications:

• GCSEs (A*-C / 9-4) in English and Maths or equivalent
• Minimum 2-3 years' experience in a vehicle warranty or associated environment - either with a manufacturer, dealership, or third-party warranty provider (e.g., RAC, The AA, MotorEasy).
• Good working knowledge of warranty processes, claims handling, and parts pricing.
• Proficiency in Microsoft Office, especially Excel and Outlook
  
  

Desirable Qualifications:

• Relevant bachelor degree in automotive industry or apprentice Level 3 and above
• Familiarity with Dealer Management Systems (e.g. Keyloop DMS (Kerridge) or Pinewood DMS).
• Experience handling technical warranty queries and escalations.
• Familiarity with FCA-regulated extended warranty products.
• Previous supervisory or team lead experience
• Technical vehicle knowledge or experience
  
  

Benefits

Porsche is committed to promote a culture that champions diversity and equal opportunities. Our strong family embodies the values of freedom, respect and tolerance.

To fulfil this mission, Porsche is devoted to celebrating our diverse voices and cultivating an environment that reflects the varied communities we touch. This is our commitment, and we invite you to share in this vision.

In return, we offer a competitive salary with an annual bonus, a VW ECOS vehicle and VW sister loan vehicle, private medical insurance, 27 days of annual leave, and other attractive benefits. If you possess the skills and experience, we seek and are looking for a challenging but rewarding career with a premium brand, we encourage you to apply using the link below.

Due to the high volume of applications, we regret that we are unable to provide personalised responses to every applicant.

Company:

Porsche Cars GB (PCGB) is the official importer and distributor of Porsche vehicles in the United Kingdom. It is responsible for overseeing the sales, marketing, and service of Porsche cars in the UK, as well as managing a network of authorised Porsche Centres across the country.