Customer Experience Specialist (Edinburgh)

Description

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 competitive salary of £33,214 and our Continued Professional Development programme to help you progress within the company.

Working a 38-hour week on a shift pattern between 8.30 am - 6.15 pm, Monday - Friday, and 1 in 4 Saturdays from 9 am - 1 pm. We also offer hybrid working, enabling you to work up to 2 days a week from home.

When in the office, we provide free parking, free barista coffee from our onsite café, a subsidised restaurant, free fruit, and healthy snacks.

Qualifications

We're looking for someone who is:

• An achiever: Loves what they do, owns their calls through to resolution, and is motivated to excel.
• A communicator: A natural listener who can establish effective relationships and thrives in public interactions.
• An influencer: Builds trust, shares knowledge effectively, and collaborates on next steps with customers.
• A thriver in a fast-paced environment: Handles sensitive calls with empathy, recovers quickly, and remains productive during challenging times.

Experience in any customer service role is preferred.

The Process

1. Online Application: Submit your CV.
2. Online Task-Based Assessment: Complete online tasks (30-45 min) with personalized feedback.
3. Phone Call: Discuss start date, location, training, etc.
4. Assessment Centre: Participate in activities to help us get to know you better.
5. Hiring Offer

Benefits

Motability Operations is a unique organisation providing worry-free mobility solutions to over 800,000 customers across the UK. We pride ourselves on outstanding customer service, with a customer satisfaction rating of 9.8 out of 10.

Our values are:

• We find solutions
• We drive change
• We care

We operate a hybrid working model, splitting time between office and remote work, up to 2 days per week from home.

As a team member, you can expect:

• An annual discretionary bonus
• 15% non-contributory pension (9% during probation)
• Life assurance at 4x salary
• Employee discount scheme
• Electric/Hybrid Car Salary Sacrifice Scheme
• Cycle to Work Scheme

Additional health and wellbeing benefits include:

• 28 days annual leave
• Funded private medical insurance
• Critical illness insurance
• Access to healthcare apps
• Health screenings for over 50s
• Volunteer days
• Company allotment
• Quiet spaces and prayer rooms

Optional voluntary benefits include dental insurance, health screenings, gym discounts, and charitable giving.

We are committed to diversity and inclusion, encouraging applications from all backgrounds, and providing accessible facilities and flexible working options.