Customer Experience Specialist (Edinburgh)

About The Role

Do you get a kick out of helping others and making a difference? Do you want a new job changing lives?

As a Customer Experience Specialist at Motability Operations, you should expect to do all that and more by delivering outstanding customer service above the norm.

Join our team and you’ll discover our working environment is quite unique. We empower people and trust them to make their own decisions for customers with none of our calls being scripted. You’ll be joining a team that looks for ways to improve our customer and employee experience all the time. We embrace new ideas and you should too. Bring your skill, the right attitude and a willingness to learn and we’ll reward you with a brilliant salary of £31,519 and give you the opportunity to progress within the company with a personal development plan.

You must be flexible to work a varied 39 hour a week shift pattern between 8am – 7pm Monday – Friday and 1 in 4 Saturdays 9am - 5pm plus 3 Bank holidays 9am - 1pm

Once training has been completed there will be the opportunity to work up to 3 days from home.

To learn more about our Customer Service team visit

www.moexperiencespecialist.co.uk

About You

You’ll need to be a natural listener and communicator, the kind of person who can empathise with a customer, understand what they want and work out what to do next. You are likely to have previous experience within a customer service environment and you must love what you do. We need our Customer Service Advisors to ‘own’ the calls through to resolution, so whilst being commercially aware. You will also enjoy working in a principle lead rather that process based culture. You will need to be able to show resilience to the challenges you are faced with in what is not a normal Contact Centre Role. What’s most important is that you bring energy and enjoyment into work with you every day and are passionate about what you do.

About The Company

Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 630,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our values are at the heart of everything we do, and our people demonstrate these values:

• Empowerment
• Empathy
• Inclusion
• Forward thinking
• Excellence

As a Motability Operations team member, the benefits you can expect are:

• Competitive reward package including an annual discretionary bonus
• 15% non-contributory pension (9% non-contributory pension during probation period)
• 28 days annual leave with option to purchase and sell days
• 1 day for volunteering
• Funded Private Medical Insurance cover
• Electric/Hybrid Car Salary Sacrifice Scheme and Cycle to Work Scheme
• Life assurance at 4 times your basic salary to give you a peace of mind that your loved ones will receive some financial help
• Funded health screening for over 50s
• Voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans
• Employee Discount Scheme with an app to save on the go
• Free access to healthcare apps such as Peppy, Unmind, Aviva Digital GP and volunteering app on Hand for all employees
• Generous family leave policies

At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they’re rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.

We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.

Please note, Motability Operations reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist. Therefore, we recommend that you apply as soon as possible rather than wait until the published closing date.