Service Reception Lead & Deputy to GM

RCM; Witham; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Pay date 25th

Discretionary bonus

24 days annual leave

Bank holidays

Simply Health

Staff referral scheme

Enhanced maternity/paternity leave

Employee Assistance Programme (EAP)

Job summary

SAGA Truck & Van is seeking a Service Supervisor to lead the day-to-day service reception operations, ensuring high customer service and efficient vehicle check-in/check-out processes. The role acts as Deputy to the General Manager in their absence and involves supervising advisors, costers and drivers, managing WIP, and upholding brand standards.

You will drive compliance, oversee repair orders, and maintain a professional customer journey from intake to final handover, including cost updates

Qualifications

• Leadership of service reception and team development
• Deliver high-quality customer service and efficiency
• Knowledge of service processes and regulatory requirements
• Strong communication with customers and team
• Effective prioritisation and time management
• Ability to resolve issues and drive problem solving
• Accuracy and compliance in repair orders and processes
• Coaching and development of staff members

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.

Job description

SAGA Truck & Van is seeking a Service Supervisor to lead the day-to-day service reception operations, ensuring high customer service and efficient vehicle check-in/check-out processes. The role acts as Deputy to the General Manager in their absence and involves supervising advisors, costers and drivers, managing WIP, and upholding brand standards.

You will drive compliance, oversee repair orders, and maintain a professional customer journey from intake to final handover, including cost updates