SAGA Mercedes-Benz
Job Title: Customer Care Advisor
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.
Job Summary
We are seeking a dedicated and personable Customer Care Advisor responsible for delivering exceptional customer service within a busy contact centre environment. This role involves managing inbound calls, coordinating vehicle service bookings, handling sales enquiries, and ensuring customer expectations are consistently met. The position requires strong communication skills, attention to detail, and the ability to work effectively in a team while maintaining high standards of professionalism and efficiency.
· Base Salary (annual): Minimum of £25,396.80 with a potential OTE of £34,396 (uncapped)
· Bonus / Variable Compensation: Discretionary Bonus Scheme
Responsibilities
1. Customer Interaction & Service
· Manage and respond to all inbound calls on booking and enquiry lines promptly and professionally.
· Address customer queries and resolve issues in a timely and courteous manner.
· Ensure customer expectations are met daily and maintain high levels of customer satisfaction.
2. Booking & Scheduling
· Coordinate van and car MOT, service, and fault bookings to meet customer needs.
· Update diaries and schedules accurately based on customer requirements and vehicle warning status and alerts.
3. Sales & Upselling
· Handle inbound truck/van sales enquiries and allocate them to sales executives following process guidelines.
· Upsell care service plans to new and existing customers to maximise revenue opportunities.
4. System & Process Management
· Use CRM/Dealerweb platforms to manage enquiries and bookings effectively.
· React efficiently to alerts from the customer cockpit platform and take appropriate action.
· Ensure compliance with dealer and manufacturer standards in all interactions.
5. Administration & Reporting
· Complete administrative tasks to support the wider group and van service departments.
· Monitor and focus on Key Performance Indicators (KPIs) to achieve required standards.
· Keep the Assistant Manager informed of issue resolution progress and escalate when necessary.
Working hours:
Monday - Friday, 9:30am - 6:00pm
You will be required to work 1 in 5 Saturdays 08:00am until 12:00pm (Half Day will be given back in Lieu)
Experience
Strong communication and listening skills with a customer-focused approach.
High attention to detail and ability to follow processes accurately.
Ability to work effectively within a team and adapt to changing priorities.
Problem-solving skills and a proactive attitude.
Previous experience in customer service, ideally in a high-volume environment. (Desirable)
Familiarity with CRM systems and booking platforms (training will be provided).
Knowledge of automotive services and terminology. (Desirable)
Target-driven mindset with the ability to upsell products and services.
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)
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.
Job Types: Full-time, Permanent
Pay: Up to £34,396.00 per year
Benefits:
* Company pension
* Life insurance
* On-site parking
* Referral programme
Work Location: In person