Customer Retention Advisor New Belfast, Northern Ireland, United Kingdom

Mesh-AI Limited; Belfast; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading automotive retailer in the UK seeks a commercially driven Retention Advisor in Belfast to increase customer retention and service plan penetration. The role focuses on converting customers to service plans, re-engaging lapsed clients, and working closely with dealership teams to meet targets. Ideal candidates understand aftersales profitability and possess strong customer communication skills. Competitive pay, generous leave, and extensive benefits await the right individual.

Benefits

Competitive salary

Generous annual leave

Enhanced family leave

Techscheme for discounted tech

Eyecare vouchers

Smart Health services

Dental insurance

Critical illness cover

Flexible life assurance options

Discounted gym memberships

Travel insurance

Qualifications

• Understanding of aftersales profitability and service plans.
• Experience in customer retention strategies.
• Ability to provide insight and feedback on customer trends.

Responsibilities

• Contact customers to convert them onto service plans.
• Re-engage lapsed customers for return-to-service retention.
• Explain benefits of service plans clearly.
• Achieve monthly service plan targets profitably.
• Collaborate with Aftersales and Marketing teams.

Skills

Customer behaviour understanding

Sales conversion ability

CRM proficiency

Job description

Belfast, Northern Ireland, United Kingdom

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: £12.50 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
• 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
• 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
• 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.