VHC Specialist

As a VHC Specialist, you'll play a crucial role in the aftersales customer journey, taking ownership of the Vehicle Health Check (VHC) process from start to finish. You'll work closely with Vehicle Technicians, Service Advisors, Parts and Workshop teams, ensuring customers receive clear, accurate information about their vehicle and helping them make informed decisions while delivering an exceptional customer experience. A passion for customer service and the automotive industry is essential, alongside the ability to build trust with customers and identify opportunities to add value through recommended vehicle maintenance and repair work. As a VHC Specialist, it is essential that you hold a full manual UK driving licence. Your Journey as a VHC Specialist:

• Take ownership of the Vehicle Health Check process from approving bookings, identifying upselling opportunities and ensuring VHC lines are pushed on applicable jobs
• Monitor VHC completion to ensure checks are carried out promptly and efficiently within agreed timeframes
• Work closely with the Workshop Team to ensure parts and labour costs are accurately priced and provide the best solution to our customers
• Review Technician recommendation and VHC videos to ensure they are clear, accurate and support a transparent customer experience
• Communicate VHC findings with customers through electronic reports and conversations, providing expert advice whilst gaining authorisation for any additional work required
• Build trust with customers by clearly explaining recommendations, answering queries and helping them make informed decisions about their vehicle
• Maintain accurate records and customer decisions including authorised, declined and deferred work by proactively following up on future repair opportunities
• Support warranty and guarantee claim processes to ensure a smooth and efficient experience for both customers and the business
• Manage retail job progression ensuring completed jobs are correctly invoiced and maintaining effective WIP control
• Work collaboratively with Service Advisors, Workshop Controllers, Technicians and Parts colleagues to deliver a seamless customer experience at every stage of the journey
  
  Previous experience within a customer focused aftersales environment, with the ability to build strong relationships and deliver outstanding customer experience
• Strong understanding of vehicle servicing, maintenance and repair processes, with the confidence to discuss vehicle requirements with the customer
• Excellent customer communication skills with the ability to translate technical information into clear, easy to understand advice that helps customers make informed decisions
• Experience identifying opportunities to add value for customers through additional products and/or services
• Strong organisational skills with the ability to prioritise multiple priorities, maintain accurate records and confidently navigate digital platforms/database systems
• A team player with a proactive mindset who is able to work collaboratively with our Aftersales Teams to ensure a seamless customer journey
  
  At Lithia UK, our growth is powered by our people:
As one of the largest automotive retailers globally, we're passionate about transforming the future of personal transportation and setting new standards for exceptional customer experiences. Our values, Earn Customers for Life, Improve Constantly, Take Personal Ownership, and Have Fun!, fuel everything we do. Join us, and you'll be part of a team that embraces innovation, champions personal growth, and celebrates success together. If you're ready to make an impact in an environment that empowers you to drive change, we'd love to have you with us on this journey. Lithia UK are an equal opportunities employer, and we are proud members of Automotive 30% Club, Diversity in Retail and Inclusive Companies. We welcome all applications regardless of age, race, religion, disability, gender or sexual identity, marital status, socio-economic background or Veteran status. We will also consider qualified applicants with prior criminal convictions, in accordance with the law. We want your recruitment journey to be unique to you and as accessible as possible. If you need any additional support with your application or have specific requirements at any stage, please let us know via email: UK_resourcing@lithia.com. Our team will be happy to support you throughout every stage of the process.

Basic salary of £28,665 with an OTE of £42,807, company car, pension, life assurance, 33 days holiday (including bank holidays), exclusive company discounts on used car purchases, leasing deals and aftersales services.,
• Enjoy 33 days annual leave (including bank holidays), giving you more time to relax, recharge, and do what you love
• Celebrate your special day with an extra day off on your birthday
• Our industry-leading Family Leave Policies ensure you're supported when it matters most
• Access a new car through our Salary Sacrifice scheme and enjoy a smarter way to drive
• Take a paid day to volunteer and give back to a cause close to your heart
• We believe in recognising dedication and loyalty, that's why we celebrate long service milestone anniversaries
• Unlock your potential with tailored training and endless career growth opportunities
• Commute for less with our cycle to work scheme
• Access high street discounts to make the everyday a little more rewarding
• Know someone perfect for Lithia UK? Earn rewards through our internal referral scheme