Senior Customer Advisor

Lookers; Newcastle upon Tyne; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Competitive salaries

Generous annual leave

Enhanced family leave

Techscheme discount

Eyecare vouchers

Smart Health

Job summary

Lookers in Newcastle upon Tyne is seeking a Customer Advisor to join the Customer Contact Centre. The role involves handling calls, emails, live chats and digital enquiries to drive bookings and support sales and aftersales activity.

As part of a fast-paced team, you will use CRM systems, maintain accurate notes, and ensure high-quality service across all touchpoints. The position is permanent, full-time, with weekend rota participation.

Qualifications

• 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.

Responsibilities

• 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.
• Maintain a friendly, engaging tone across all channels.
• Ensure service aligns with Lookers standards.
• Meet or exceed performance targets for outbound activity.
• Keep high-quality notes and data entry in CRM.
• Support lead generation for vehicle sales.
• Use Lookers systems and CRM platforms efficiently.
• Stay updated on product offerings and FCA guidelines.
• Collaborate with colleagues and dealership teams.
• Deliver a positive, customer-focused culture.

Skills

Customer service experience

Communication skills

CRM systems

Tech savviness

Target-driven

Team player

Tools

CRM systems

Job description

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 issuccessful,we will conduct relevant employment checks prior to you commencing employment with us.Thesewill includeverifying your recent employment, address, credit historyandastandardcriminal recordcheck. For roles that require you to drive, adriving licence checkwill 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.