Service Quality Specialist

Service Quality Specialist - Porsche Bournemouth

Fun, exciting, rewarding work. Join us for the ride.

As a Service Quality Specialist, you’ll play a key role in upholding Porsche’s renowned Aftersales excellence. You’ll support our retailers by ensuring Porsche standards are consistently delivered across the network, helping to drive a premium customer experience at every touchpoint.

From monitoring service performance to identifying improvement opportunities and guiding dealer teams, you’ll strengthen brand loyalty and contribute to continuous, sustainable improvements in service quality. This is an exciting opportunity to support one of the world’s most iconic automotive brands while developing your own expertise within a high‑performing team.

What we can offer you

• Enjoy 33 days of annual leave (including bank holidays) to rest and recharge
• Save money every day with our exclusive retail discounts
• Drive a great deal with discounts on new and used cars, plus servicing offers
• Plan for the years ahead with our company pension scheme
• Balance home and work with our industry-leading family-friendly policies designed to help you spend more time with the people that matter
• Commute for less with our cycle-to-work scheme
• Prioritise your wellbeing with dedicated support for you and your family
• 24/7 access to healthcare professionals, ensuring you get the expert advice you need quickly and easily
• Make a difference with a paid day to volunteer in your community
• Invest in your future with our company share purchase plan
• Earn financial rewards when you refer a friend to join the team
• Keep learning and growing with our training and development opportunities for everyone.
• Life assurance with the option to increase cover
• We’re open to flexible working options – just ask

What you’ll do day to day

• Ensure consistent application of Porsche Aftersales and Service Quality standards, processes, and guidelines across the network.
• Monitor service quality performance using KPIs, CSI results, and reporting tools.
• Conduct structured service quality assessments, audits, and evaluations within the dealer network.
• Analyse customer feedback, warranty data, and operational metrics to identify trends, root causes, and improvement opportunities.
• Coordinate, define, and track corrective and preventive actions with dealers and internal teams.
• Provide coaching, consultation, and best‑practice sharing to help dealers enhance service performance.
• Manage escalated customer cases in line with Porsche customer care principles, ensuring timely and premium‑level resolution.
• Prepare clear management reports, insights, and recommendations on service quality performance.
• Support the rollout of new Aftersales initiatives, systems, and process enhancements. Represent the Porsche brand by ensuring premium standards are upheld across all customer touchpoints.

Helpful skills and qualifications

Don’t worry about ticking off every single skill here − if you care about delivering great experiences as much as we do, we want to hear from you.

• Minimum 3 years’ experience in Aftersales, service operations, or quality management within a premium automotive environment.
• Strong understanding of Aftersales processes and luxury brand service expectations.
• Experience working with customer satisfaction systems (CSI, NPS) and quality KPIs.
• Structured and analytical in approach, with strong problem‑solving abilities.
• Excellent communication skills, able to influence and engage internal and external partners effectively.
• High level of professionalism, accuracy, and attention to detail.
• Customer‑centric mindset aligned with Porsche brand values.
• Strong sense of responsibility, ownership, and commitment to continuous improvement.
• Ability to work both independently and collaboratively within cross‑functional teams.

We value diversity and believe it strengthens our team. If you don’t meet every requirement listed but are enthusiastic about this role and eager to learn, we encourage you to apply.

Be part of something big

Group 1 Automotive is on an exciting growth journey. We are home to over 7000 colleagues dedicated to providing exceptional customer service, with 114 dealerships in the UK, representing 21 brands at the forefront of automotive retail.

But you don’t need to love cars to work with us - just need to share our mission to create outstanding and trusted experiences for our customers, our partners, and our people.

Our Values

At Group 1 Automotive we pride ourselves on our five core values that are incorporated in all we that do.

Respect - Integrity - Transparency - Teamwork – Professionalism

These are the principles that every member of our team lives by, whether that be business functions, customer interactions, how we interact with the local community and even how we view each other in the team.