Service Quality Support Specialist

As the Service Quality Support Specialist you'll be tasked with supporting the delivery of a unique and exceptional ownership experience 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 met and 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.

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’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

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.