• Act as the primary point of contact for customers throughout the vehicle service journey, taking full ownership of their experience
• Attend to customers and vehicles, accurately capturing service requirements and setting clear expectations
• Manage service bookings, re-bookings, and diary control to maximise workshop capacity in collaboration with the Workshop Controller
• Make pre-arrival confirmation calls and ensure vehicles are correctly planned into the workshop
• Pre-plan jobs by coordinating parts picking at least 48 hours prior to vehicle arrival
• Keep customers informed at all stages of the service process, including diagnosis, authorisation requirements, and completion updates
• Liaise closely with workshop staff, parts department and subcontractors on both planned and unplanned work
• Promote aftersales opportunities and obtain customer approval for additional work identified during the service process
• Ensure all service activity is accurately updated in internal systems (e.g. Truckfile), including workshop loading and job status
• Deliver service in line with dealer and manufacturer standards, policies, and customer experience expectations
• Support the wider service team in achieving daily and monthly WIP and sold-hours targets

Joining SAGA Truck And Van Means

• Representing “the star,” an international luxury car brand
• Promoting vehicles with the latest technologies
• Benefiting from career opportunities within a fast-growing group
• Joining a family-owned group with strong values and collaborating with passionate people
• Participating in regular internal events that promote team cohesion (seminars, incentives, parties…)
• Enjoying many other benefits:
  • Discretionary bonus scheme
  • 24 days Annual leave plus bank holidays
  • Simply Health
  • Staff referral scheme
  • Enhanced Maternity and Paternity Leave
  • Employee Assistance Programme (EAP)

Job Requirements

Essential:

• Excellent customer service skills, with the ability to build rapport, manage expectations and handle queries professionally.
• Clear and confident communication skills, both verbal and written, with customers and internal stakeholders.
• Highly organised with strong time-management skills, able to balance customer-facing duties with financial and administrative responsibilities
• Attention to detail - accurate processing of repair orders, invoicing, and maintaining compliance with company policies and manufacturer standards.
• IT proficiency in generic software for managing workflows and customer records.

Desirable

• Service administration, customer service, costing or invoicing role experience within an automotive or workshop environment. Ability to manage work in progress (WIP), ensuring jobs progress efficiently from booking through to invoice closure
• Problem-solving ability - proactively addressing customer concerns and resolving issues quickly and effectively. Confidence to challenge inaccuracies and suggest improvements.
• Adaptability - flexibility to handle changing situations and varying customer requirements with ease.
• Team collaboration - working effectively with the Service Manager, Workshop Controller, and colleagues to achieve targets and deliver quality service.
• Experience monitoring labour efficiency and identifying time or cost discrepancies
• Experience in using dealer management or workshop systems (e.g. Truckfile, Kerridge, Keyloop or similar)
• Knowledge of manufacturer standards, warranty processes and compliance requirements