Outbound Customer Advisor

Job Title: Outbound Customer Advisor

📍 Location: Newcastle – Office-Based
🕒 Working Hours: 40 hours per week, rota-based
📅 Operating Hours:

• Monday to Friday: 9:30 AM – 6:00 PM.

📢 Reports to: CCC Team Leader / Manager
🤝 Key Relationships: Aftersales Teams, Dealership Colleagues

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

Why Join Lookers?

At Lookers, we pride ourselves on creating a dynamic, inclusive, and supportive environment where our people thrive. As a Customer Advisor, you’ll be empowered to make a difference every day – with the tools, training, and team spirit you need to succeed. There’s never been a more exciting time to be part of our transformation.