Service Quality Advisor - Fixed Term Contract

About Us

We are Porsche. We are home to what is, in the extraordinary scale of the automotive world, a small family of passionate enthusiasts - established in 1948 and run in Stuttgart to this day by the same family that bears the company name.

In the UK, we are trusted to represent and care for some of the most exciting, fastest, most advanced and beautiful cars ever created. We work with incredible and often inspiring customers who rightly expect our performance and ambition to match that of our cars.

Being relatively small means we are agile - an environment in which creativity thrives. It also means every one of us makes a difference. When it comes to creating our cars, we sweat the small stuff and we truly care about every part of our business - whether on the road, competing on the track or in styling and dynamics. We are aiming to establish the benchmark in an industry in which the bar is set very high. With the above in mind, we're recruiting a Service Quality Advisor to support our Ownership/Aftersales Team.

Job Purpose

In this role you will support delivery of a unique and exceptional ownership experience to Porsche customers. As well as to provide Service Quality support to UK/IE Porsche Centres, ensuring commercial and operational requirements and standards are considered at all time.

Core Responsibilities

• Ensure the everyday tasks of the warranty function are completed in line with department requirements, included but not limited to:
• Checking Centre warranty claims, as required, to ensure high claims standards are maintained.
• Updating warranty relevant PRMS tickets.
• Managing the parts returns process.
• Supporting Centre’s in warranty related issues.
• Support the compliant management of recall and quality campaigns to ensure the Porsche Cars GB Ltd (PCGB) campaign process is adhered to.
• Ensure claims processed are of a high standard which meet Porsche AG (PAG) requirements and reimburse the Centres the appropriate amounts for the repair.
• Report immediately to the Business Development Manager, Service Quality and/or the Manager, Service Quality issues which could result in financial or operational risk to PCGB.
• Continually monitor and identify network training/coaching requirements in all aspects of warranty, key objective to identify gaps in skills/knowledge. Provide recommendations to the Service Quality Support Specialists to assist with training and process implementation.   
• Engage, as required, with the Porsche Service Analysis programme, this will on occasion require time working on site at Porsche Centres across the UK/IE.
• Regular communication with internal and external stakeholders as required.
• Support, as required, the Porsche Technical Standards in areas of warranty processes.  Highlight the areas that fall short of the required level to the Service Quality Support Specialists.
• Support, as required, the Porsche Service Process in areas of warranty processes.  Highlight the areas that fall short of the required level to the Service Quality Support Specialists.
• Provide insight on areas of responsibilities through management reporting, analysis, and interpretation.
• Ensure all warranty KPI’s are managed appropriately with the correct level of importance consistently applied, any concerns reported to the Business Development Manager of Service Quality and/or the Manager of Service Quality.
• Engaging with the Network in a collaborative manner to ensure widespread acceptance.
• Create documents and publish bulletins to communicate key information to Stakeholders.

FCA Responsibilities

• Keep updated with the FCA Compliance Assessment, working within the Insurance Code of Practice guidelines
• Ensuring all Porsche Approved Warranty claims are managed in accordance with the instructions of the insurance underwriter/broker and FCA rules. 

Core Accountabilities

• To understand and assist in the delivery of Ownership Business Strategy and Objectives.
• Deliver and agreed level of service to internal and external customers, business partners and external suppliers.
• Achieve agreed commercial and quality targets and personal objectives.
• Contribute fully within the team, ensuring the right environment is maintained both within PCGB and the UK/IE Network.
• Take ownership for personal development needs in anticipation of Business requirements.
• Ensure the appropriate level of management control and system exploitation is applied to all relevant systems.
• Adhere to company policies and procedures at all times.

The above list of Core Specific Responsibilities is not exhaustive. The job holder is expected to carry out other duties as reasonably assigned from time to time in line with their ability. The Company reserves the right to vary the role content, within reason, with consultation and agreement, in accordance with business requirements. The job holder is required to sign their acceptance of the job profile.

• Have a strong understanding of the automotive aftersales sector, service retail environment and associated challenges faced by both Centres and customers

• Have the ability to manage multiple tasks independently and/or work collaboratively to achieve the best possible outcome
• Have the ability to manage and prioritise your own workload
• Be able to confidently act as the Porsche subject matter expert relating to warranty and standards
• Have the necessary skills and experience to effectively create and update documentation and prepare communications for internal and external consumption
• Be confident analysing and working with data
• Be well organised, methodical with high level of attention to detail
• Have strong levels of IT literacy
• Have the ability to adapt to the continually evolving requirements of the department
• Be willing to challenge the status quo and come up with new ideas

We are looking for the very best and brightest to join our family of proud, passionate enthusiasts at Porsche Cars Great Britain for what promises to be an incredible journey as we respect our history and embrace our future. In return you will receive a highly competitive salary, 10% annual bonus scheme, option of a VWG vehicle at preferential leasing rate, private medical insurance, defined contribution pension scheme, 27 days holiday per year and other attractive benefits.

This is a full time, fixed-term for 1year. We offer agile working policies, with 2 days working from home and 3 in the office.

Naturally, a full driving licence is required.

Due to the high volume of applications we generate for our vacancies, we are regrettably not able to send a personalised reply to every applicant.