Customer Advisor

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.
Newcastle Customer Contact Centre
Contract Type: Permanent - Full Time
Hours: (40 hours per week) Monday to Saturday 8am to 6pm
Salary: up to £30,000 OTE (including basic of £22,000, plus bonus)
Be the Voice of Lookers – Join Us as a Customer Advisor
Are you a customer-focused communicator with a passion for delivering high-quality service? Our Customer Contact Centre is growing, and we're looking for motivated Customer Advisors to become part of our centre of excellence. This is your chance to play a key role in shaping the future of customer engagement at Lookers – driving bookings, delivering exceptional service, and supporting key sales and aftersales activity.
As a Customer Advisor, you’ll be at the front line of interaction with our customers – handling calls, emails, live chats, and digital enquiries. You’ll use technology and your product knowledge to turn opportunities into bookings and ensure every interaction reflects our brand values and high standards.
What You'll Be Doing
🛠️ Service & Aftersales Support
Booking essential maintenance efficiently and accurately via Outbound calls
Promote and sell service plans to retain customers
Identify upsell opportunities during booking
Provide consistent and professional responses to all enquiry types
📞 Customer Experience Delivery
Maintain a friendly, engaging, and helpful tone across all channels
Ensure customer service aligns with Lookers and manufacturer standards
📊 Quality & Performance
Meet or exceed performance expectations across outbound activity
Maintain high-quality notes, recall checks, and accurate data entry
Act as an extension of the dealership team – both sales and aftersales
Support lead generation for new/used vehicle sales
💡 Technology & Processes
Use Lookers systems and CRM platforms efficiently
Keep up to date with brand, product, and system training
Ensure GDPR compliance and data accuracy in all interactions
🤝 Working with Others
Build supportive relationships with colleagues and dealership teams
Take ownership of problems and follow them through to resolution
Champion a positive, collaborative, and customer-focused culture
📚 Learning & Development
Complete all mandatory Lookers and manufacturer training
Stay updated on changes in product offerings, FCA guidelines, and legislation
Continuously improve your communication, organisation, and sales skills
What We're Looking For
✅ Previous experience in a customer service, contact centre, or sales environment (preferred)
✅ Strong communication skills – written and verbal
✅ Confident working with technology and CRM systems
✅ Target-driven mindset with attention to detail
✅ Team player who enjoys helping others and learning new skills
✅ Flexibility to work on a rota including weekends and bank holidays
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. We have a great bunch of people, and we like to celebrate and encourage success at all levels.
Lookers and Charles Hurst are an equal opportunities employer. We are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.
If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. 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. It also includes information about your individual privacy rights. Please make sure you read our Privacy Notice so that you understand how we may collect and use your data.