At a Glance
- Tasks: Engage with customers to boost retention and promote service plans.
- Company: Join one of the UK's top automotive retailers with a focus on people.
- Benefits: Enjoy competitive pay, flexible hours, and a fantastic rewards package.
- Other info: Great opportunities for training and career progression await you.
- Why this job: Make a real impact in customer care while developing your career.
- Qualifications: Experience in customer service and a passion for aftersales.
About us: We are one of the top three automotive retailers in the UK, proudly representing 32 manufacturer brands, selling a huge range of new and used vehicles from over 150 dealerships across the UK and Ireland. We believe our people are our greatest asset, and we're committed to recognising the valuable contribution each person makes. That's why we continue to invest in a leading rewards and benefits package designed to support your career, wellbeing, and life outside of work.
Location: Charles Hurst Head Office
Contract Type: Permanent, Full Time
Hours: Flexible hours considered. 37.5 hours per week (ideally covering 4-5 days per week)
Salary: £12.71 per hour
Charles Hurst is seeking a commercially driven Retention Advisor to join our Head Office in Aftersales. This is a newly created role with a clear objective: increase customer retention and service plan penetration. This is an excellent opportunity for someone who understands aftersales profitability, customer behaviour, and the long-term value of retention.
Key Responsibilities
- Proactively contact Usedirect and existing customers to convert them onto service plans
- Re-engage lapsed customers and drive return-to-service retention
- Clearly explain the benefits of service plans, including cost certainty and manufacturer-trained technicians
- Achieve agreed monthly service plan targets, ensuring the role remains cost-neutral and profitable
- Work closely with Aftersales, Marketing, and Dealership teams to align messaging and offers
- Track performance, conversions, and customer outcomes using CRM and reporting tools
- Provide insight and feedback to Head Office on customer objections, trends, and opportunities
Core Benefits:
- Competitive salaries with structured pay scales and progression as you grow within the business
- Generous annual leave that increases with your length of service
- Enhanced family leave, including 6 months' full pay for maternity and adoption leave, and 2 weeks' full pay for paternity leave
- Access to Techscheme for discounted technology purchases with flexible payments
- Health & Wellbeing: Eyecare vouchers to help cover vision care needs
- Smart Health - 24/7 access to GP services to support your mental and physical wellbeing
- Dental insurance for everyday dental care and unexpected treatments
- Optional critical illness cover for peace of mind during life's most challenging moments
- Financial Wellbeing: MyView PayNow - access a portion of your pay as you earn, with features to stream, save, and track your money through a user-friendly app
- Free will writing services to help plan for the future
- Flexible life assurance options and partner life assurance for added protection
- Leisure & Lifestyle: Discounted gym memberships to support an active lifestyle
- Travel insurance to help you explore with confidence
- Access to home and technology vouchers bYond card and a wide range of exclusive retail and lifestyle discounts
We strongly believe in nurturing and providing our people with specific manufacturer brand and management training to enhance career development opportunities. These will include verifying your recent employment, address, credit history and a standard criminal record check. For roles that require you to drive, a driving licence check will also be carried out. Please note, all offers of employment are made subject to a 6 month probation period commencing from your start date. We take our data protection responsibilities very seriously and are committed to upholding and respecting your privacy rights. Information about how we will process your data including the types of data we collect, the purposes for which we use it, who we may share it with and how long we keep it are set out in our privacy notice. Please make sure you read our Privacy Notice so that you understand how we may collect and use your data.
Full-time Aftersales & Customer Care Representative in Belfast employer: Lookers Ltd
At Charles Hurst, we pride ourselves on being one of the UK's leading automotive retailers, where our people are at the heart of everything we do. Our commitment to employee wellbeing is reflected in our comprehensive benefits package, which includes competitive salaries, generous leave, and extensive health and lifestyle perks. With a focus on career development through tailored training and a supportive work culture, we offer a rewarding environment for those looking to thrive in the automotive industry.
StudySmarter Expert Advice🤫
We think this is how you could land Full-time Aftersales & Customer Care Representative in Belfast
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lookers Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Lookers Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Full-time Aftersales & Customer Care Representative in Belfast
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Lookers Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Lookers Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Lookers Ltd!
How to prepare for a job interview at Lookers Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
