Service Quality Support Specialist

As the Service Quality Support Specialist you’ll be tasked with supporting the delivery of a unique and exceptional ownership to Porsche customers by ensuring high-quality service and customer satisfaction. You’ll also provide comprehensive Service Quality support to UK/IE Porsche Centres, ensuring that commercial and operational requirements and standards of warranty delivery are consistently aligned with Porsche’s brand values.

Responsibilities

• Complete daily warranty tasks, ensuring accuracy and adherence to department standards.
• Review escalated and high-value claims for compliance with quality and manufacturer requirements.
• Manage and update PRMS support tickets for all prioritised warranty cases.
• Provide expert support to Centres on warranty, goodwill, and campaign queries.
• Ensure all warranty activity complies with manufacturer policies, legal standards, and quality requirements.
• Process warranty claims efficiently to drive customer satisfaction and protect business profitability.
• Support compliant management of recalls and quality campaigns for Porsche Cars GB.
• Monitor warranty performance and implement continuous improvements to raise standards and reduce costs.
• Collaborate with technical, service, parts, sales, training, and quality teams to optimise warranty processes.
• Manage warranty data and reporting, delivering actionable insights via BI tools.
• Participate in Porsche Service Analysis (PSA) on-site activities across the UK and Ireland for dedicated region.
• Actively work towards obtaining relevant auditing certification to enhance expertise and contribute to quality assurance processes.

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
• Relevant bachelor’s degree in the automotive industry, or an apprenticeship at Level 3 or 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 leader experience
• Technical vehicle knowledge or experience

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