Customer Retention 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.

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

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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:

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