Luxury Auto Service Experience Lead

RCM; Dartford; On-site; GBP 22,000 - 32,000; Full time

Benefits offered by this job

Discretionary bonus scheme

24 days Annual leave plus bank (hol)

Simply Health

Staff referral scheme

Enhanced Maternity and Paternity Leave

Employee Assistance Programme (EAP)

Job summary

Saga Truck & Van, the leading Mercedes-Benz distributor, is recruiting for a customer-focused Service Advisor to manage end-to-end vehicle service experiences in the UK. You will own the customer journey, capture service requirements, and coordinate bookings with the workshop team.

You will liaise with workshop staff, parts, and subcontractors, promoting aftersales opportunities while maintaining clear communication with customers throughout the service process.

Qualifications

• Excellent customer service and rapport-building abilities.
• Clear and confident communication with customers and internal stakeholders.
• Highly organised with strong time-management skills.
• Attention to detail in repair orders, invoicing and compliance.
• Proficient with generic software for managing workflows and customer records.

Responsibilities

• 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 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.

Skills

Customer service

Communication

Organisation

Attention to detail

IT proficiency

Tools

Truckfile

Kerridge

Keyloop

Job description

Saga Truck & Van, the leading Mercedes-Benz distributor, is recruiting for a customer-focused Service Advisor to manage end-to-end vehicle service experiences in the UK. You will own the customer journey, capture service requirements, and coordinate bookings with the workshop team.

You will liaise with workshop staff, parts, and subcontractors, promoting aftersales opportunities while maintaining clear communication with customers throughout the service process.