Service Supervisor - Witham

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

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.

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.

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:
  • Pay date: 25th of each month
  • Discretionary bonus scheme
  • 24 days Annual leave plus bank holidays
  • Simply Health
  • Staff referral scheme
  • Enhanced Maternity and Paternity Leave
  • Employee Assistance Programme (EAP)

RCM:

SAGA Truck & Van is part of the French RCM group, created and led since 1999 by Ronan Chabot. Strongly attached to its region and values, RCM expanded intensively—first regionally, then across France, before expanding internationally in 2019 with the SAGA Mercedes-Benz network and adding a new activity: boating. Today, the group remains a French family business with a global outlook, distributing iconic brands such as Mercedes-Benz, Toyota, Lexus, Porsche, Beneteau, Azimut, Galeon, and Highfield internationally (in France, Belgium, Switzerland, Liechtenstein, England, and the Czech Republic). Our values have remained the same since day one: Passion, Performance, and Respect. In 2018, RCM was named France’s Distributor of the Year, and in 2021 won the Family Saga award at the French Automotive Distribution Grand Prix.

#SAGATruck&Van

Job Requirements

• Team Leadership – Ability to lead, motivate, and develop service advisors, costers and drivers.
• Customer Service – Strong focus on delivering professional, high-quality customer experiences.
• Operational Management – Skilled in managing day-to-day service reception activities.
• Communication – Clear and professional in all customer and internal communications.
• Time Management – Effective at prioritising tasks and meeting deadlines under pressure.
• Problem Solving – Confident in resolving customer issues and operational challenges.
• Compliance & Accuracy – Knowledge of service processes and regulatory requirements.
• Training & Development – Capable of setting performance standards and coaching team members.