Customer Service Specialist

Motability Operations Limited; City of Edinburgh; Hybrid; GBP 34,000 - 35,000; Full time

Job summary

A leading mobility solutions provider is seeking a Customer Experience Specialist in Edinburgh, offering a salary of £34,376 and a hybrid working model. You will empower customers by resolving their queries with empathy and efficiency. The role provides excellent professional development opportunities and a great work-life balance, with benefits such as free parking, subsidised meals, and an inclusive work environment that values diversity. Join us in making a real difference for over 800,000 customers across the UK.

Benefits

Annual discretionary bonus

15% non-contributory pension

Private Medical Insurance

Cycle to Work Scheme

Employee Discount Scheme

Free Barista coffee

Funded health screening for over 50s

Qualifications

• Experience in a customer service role is preferred.
• Desire to grow and improve customer experience.
• Natural listening skills and interpersonal relationship abilities.

Responsibilities

• Own calls through to resolution and excel in a fast-paced environment.
• Handle sensitive calls with empathy and establish trust.
• Communicate effectively with customers from varied backgrounds.

Skills

Achiever

Communicator

Influencer

Fast-paced environment

Job description

About The Role

With our office located within 5 minutes of the M8 or 10 minutes from Edinburgh Park station this is a perfect location to commute from across the Central Belt. Our hybrid working pattern means you only need to be in the office 3 days a week so offering a great work life balance.

Are you passionate about helping others and making a difference? Do you want a job changing people’s lives? Then join our team to embark on an exciting career journey as our Customer Experience Specialist! You’ll discover our working environment is unique. We empower our 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 constantly seeks ways to improve our customer and employee experience, by embracing new ideas.

You’ll bring your passion and desire to grow and we’ll reward you with a brilliant salary of £34,376 and our Continued Professional Development programme to progress within the company. Working a 38 hour a week shift pattern between 8.30 am – 6.15 pm Monday – Friday and 1 in 4 Saturdays 9 am - 1 pm. We also offer hybrid working enabling you to work up to 2 days a week from home. When you are in the office we offer free parking, free barista coffee from our onsite café, subsidised restaurant and free fruit daily.

About You

We’re looking for someone who’s:

• An achiever: You’ll love what you do, owning your calls through to resolution. Most importantly, you’ll bring your motivation and determination to excel in our exciting environment.
• A communicator: You’ll be a wonderful natural listener and establish effective interpersonal relationships. You’ll thrive in an environment involving public interaction.
• An influencer: You’ll establish trust with the customer, share knowledge and information to different audiences with different needs, and work with them on what to do next.
• A thriver in a fast‑paced environment: You’ll handle sensitive calls with empathy, bounce back from them and be productive in challenging times to remain on track.

We focus on these core natural behaviours but we would also like you to have been in any customer service role in the past.

The Process

• Stage 1 - Online Application: CV.
• Stage 2 - Online Task‑Based Assessment: You will be completing some exciting and intuitive online tasks to help get to know you better (30‑45 min). You will receive your own individualised feedback report on your strengths and areas for future focus as a reward.
• Stage 3 - Phone Call From Us: We will explore when you can start, your location, training times etc.
• Stage 4 - Assessment Centre: This includes various activities for us to get to know you even better.
• Stage 5 - Hiring offer

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 800,000 customers and their families across the UK.

Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:

• We find solutions
• We drive change
• We care

As a Motability Operations team member, you can expect:

• An annual discretionary bonus
• 15% non‑contributory pension (9% non‑contributory pension during probation period)
• Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help
• Employee Discount Scheme with a huge number of retailers and an app to save on the go
• Discounted Electric/Hybrid Car Salary Sacrifice Scheme
• Access to the Cycle to Work Scheme (we have showers, changing rooms and secure bike sheds on site)

As well as financial benefits, our staff’s health and well‑being are very important to us, so we also offer:

• 28 days annual leave with option to purchase and sell days
• Funded Private Medical Insurance cover
• Critical illness insurance
• Free access to healthcare apps, such as Peppy, Unmind, Aviva Digital GP
• Funded health screening for over 50s
• 1 day per year to volunteer – Staff can support a local charity or do a sponsored event whilst being paid for it
• Access to our fully accessible company allotment – Where we grow our own produce for local charitable organisations
• Access to Prayer room and quiet spaces whilst working in the office

We also understand that not everyone is the same so offer several voluntary benefits that you can select outside the core package, these include:

• Dental Insurance
• Health and cancer screenings for you and your partner
• Discounted gym memberships
• Charitable giving

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.