Job Description

SAGA Truck & Van is the leading Mercedes-Benz distributor in the United Kingdom, with a network of ten dealerships across Kent, Essex, Hertfordshire, and East England, employing over five hundred staff.

The SAGA Mercedes-Benz Story

The journey began in 1971 in western France, initially focused solely on commercial vehicles. Over the years, car and utility vehicle operations were added, and dealerships multiplied—first regionally until 2013, then nationally, before expanding internationally in 2019. In 2024, SAGA Mercedes-Benz expanded to England with the acquisition of 10 dealerships, previously owned by Sparshatt Truck and Van and Motus Truck & Van. Today, SAGA has an international presence (in France, Belgium, England, Switzerland, Liechtenstein, and the Czech Republic) and represents 70% of the RCM group’s revenue.

Service Supervisor Role

The Service Supervisor is responsible for leading and overseeing the day-to-day operations of the service reception, ensuring a consistently high standard of customer service and operational efficiency. This is a pivotal role, as the incumbent will act as Deputy to the General Manager in their absence. This role involves supervising the service advisors, costers and drivers, managing vehicle check-in and check-out processes, and coordinating collection and delivery services to align with customer and workshop needs.

The Service Supervisor is also accountable for reducing Work in Progress (WIP), maintaining compliance with all company and regulatory procedures, and ensuring accurate repair order processing. A key focus of the role is to create a professional, customer-focused environment while supporting team development and upholding brand standards throughout the service journey.

Main Duties & Responsibilities

• Provide effective leadership and oversight of the service reception, ensuring daily operations run smoothly and consistently meet high customer service standards.
• Supervise, support, and develop service advisors, costers and drivers by setting performance expectations, conducting regular reviews, and facilitating training to improve skills and service delivery.
• Ensure the reception area operates efficiently, maintaining a professional and welcoming environment for all customers.
• Oversee the customer check-in and check-out processes, ensuring accurate capture of service requirements and full accountability for each vehicle during its stay.
• Monitor and reduce Work in Progress (WIP) through proactive scheduling, follow-ups, and coordination with relevant departments.
• Supervise drivers responsible for yard movements as well as vehicle collection and delivery, ensuring punctuality, professionalism, and alignment with customer and service team expectations.
• Ensure that collection and delivery services are effectively scheduled and aligned with customer appointments and expectations.
• Allocate tasks across the service reception team effectively, balancing workloads to ensure prompt customer assistance and consistent service levels.
• Maintain compliance with internal procedures, ensuring repair orders are raised, processed, and closed accurately and in line with company policies.
• Ensure all service commitments are met on time and that all customer interactions reflect the highest quality standards.
• Take ownership of all compliance requirements relating to the service reception function, ensuring adherence to safety, legal, and brand guidelines.
• Keep customers fully informed throughout the service journey, including cost updates, timescales, and any changes to the original brief.
• Supervise the final handover of vehicles to customers, ensuring invoice accuracy, clarity of explanation, and future maintenance recommendations are communicated.
• Resolve customer concerns and invoice queries in a timely and professional manner, ensuring a positive service experience.