Service Advisor Welham Green - Maternity Cover

SAGA Truck & Van; Hatfield; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Discretionary bonus

24 days annual leave

Simply Health

Staff referral scheme

Enhanced maternity/paternity leave

EAP

Job summary

SAGA Truck & Van, part of the Mercedes-Benz network, is seeking a Service Advisor in Hatfield to deliver an excellent end-to-end customer service experience for vehicle servicing. You will own the service journey from receipt through diagnosis to handover, coordinating bookings, communicating with customers, and driving aftersales opportunities.

Role involves liaising with workshop staff and parts, maintaining accurate invoicing, and ensuring compliance with manufacturer standards while

Qualifications

• Excellent customer service skills with the ability to build rapport, manage expectations and handle queries professionally (Essential).
• Clear and confident communication skills, both verbal and written, with customers and internal stakeholders (Essential).
• Highly organised with strong time-management skills, balancing customer-facing duties with administrative tasks (Essential).
• Attention to detail for accurate processing of repair orders and invoicing (Essential).
• IT proficiency in generic software for managing workflows and customer records (Essential).
• Experience in service administration, costing or invoicing within automotive workshop environments (Desirable).
• Ability to monitor WIP and ensure smooth progression from booking to invoice closure (Desirable).
• Experience using dealer management/workshop systems (Desirable).

Responsibilities

• Act as the primary contact for customers throughout the vehicle service journey.
• Capture service requirements and set clear expectations with customers.
• Manage service bookings, re-bookings and diary control with Workshop Controller.
• Pre-plan jobs by coordinating parts 48 hours prior to arrival.
• Keep customers informed at diagnosis, authorisation and completion stages.
• Liaise with workshop staff, parts department and subcontractors on planned and unplanned work.
• Promote aftersales opportunities and obtain customer approval for additional work.
• Update all service activity in internal systems and monitor workshop loading.
• Deliver service in line with dealer and manufacturer standards.
• Support the service team in achieving daily and monthly targets.

Skills

Excellent customer service

Clear communication

Time management

Attention to detail

IT proficiency

Tools

Truckfile

Kerridge

Keyloop

Job description

Description De L'offre D'emploi

Description De L'offre D'emploi 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.

This role is responsible for both delivering an excellent end-to-end customer experience. We are looking for a people-oriented individual who can build rapport with a wide range of customers and colleagues. A strong customer-first approach is essential, with the ability to identify and meet customer expectations at every stage. The ideal candidate must be versatile and able to adapt to changing situations, while maintaining consistent communication and professionalism.

Day-to-day responsibilities include receiving customers and their vehicles, taking full ownership of their service experience. The advisor must keep customers informed through every stage of the service journey—upon vehicle receipt, during diagnosis, once authorisation is required, and upon completion. Timely and accurate invoicing of retail jobs is essential prior to vehicle handover, ensuring payment or valid order numbers are in place.

Main Duties & 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 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

Hours: Monday to Friday 42.5 hours per week.

Your normal working hours will operate on a three-week shift pattern as follows:

• Week 1: Monday to Friday, 7:00am to 4:00pm
• Week 2: Monday to Friday, 8:00am to 5:00pm
• Week 3: Monday to Friday, 10:00am to 7:00pm

1 in 4 Saturdays on a rota basis, 7:00am to 1:00pm

Salary: Starting salary of £29,835 depending on experience + bonus scheme

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)

#SAGATruck&Van

Pré-requis du poste

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