Customer Experience Specialist — Empathy-Driven Support

Motability Operations Ltd; England; On-site; GBP 24,000 - 32,000; Full time

Job summary

Motability Operations Ltd. is seeking a Customer Experience Specialist to support customers during important moments in their lives. You’ll listen, understand each customer’s situation, and make decisions that deliver the right outcome.

Some conversations will be straightforward, others won’t, demanding resilience and empathy. You’ll regularly engage with customers facing frustration, anxiety, or challenging circumstances while maintaining professionalism and confidence to challenge when

Responsibilities

• Listen to each customer’s individual situation and deliver the right outcome.
• Speak with customers who are frustrated, upset, anxious, or facing challenges.
• Handle conversations with empathy, professionalism, and resilience.
• Decide without scripts, challenging when appropriate to help the customer.

Job description

Motability Operations Ltd. is seeking a Customer Experience Specialist to support customers during important moments in their lives. You’ll listen, understand each customer’s situation, and make decisions that deliver the right outcome.

Some conversations will be straightforward, others won’t, demanding resilience and empathy. You’ll regularly engage with customers facing frustration, anxiety, or challenging circumstances while maintaining professionalism and confidence to challenge when