Customer Service Specialist (Bristol)

Motability Operations; Bristol; Hybrid; GBP 34,000; Full time

Job summary

A mobility solutions provider is seeking a Customer Experience Specialist in Bristol to handle customer interactions with empathy and provide effective support. The role offers a hybrid working model, a salary of £33,214, and numerous employee benefits, including an annual bonus, medical insurance, and a healthy work environment. Candidates should have a background in customer service and the ability to thrive in a fast-paced setting.

Benefits

Annual discretionary bonus

15% non-contributory pension

Life assurance at 4 times basic salary

Employee Discount Scheme

Discounted Electric/Hybrid Car Salary Sacrifice Scheme

Cycle to Work Scheme access

28 days annual leave with options to purchase/sell

Funded Private Medical Insurance

Critical illness insurance

Free access to healthcare apps

Funded health screening for over 50s

1 day per year to volunteer (paid)

Dental Insurance

Discounted gym memberships

Qualifications

• Experience in any customer service role is preferred.

Responsibilities

• Handle customer calls and interactions with empathy, resolving issues.
• Maintain motivation and determination to excel in a fast-paced environment.
• Establish effective interpersonal relationships with customers.
• Share knowledge and guide customers on what to do next.
• Maintain composure when handling sensitive calls.

Skills

Empathy

Communication

Influencing skills

Ability to thrive in fast-paced environment

Customer service experience

Job description

Overview

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 £33,214 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 office we offer, free parking, free barista Coffee from our onsite Café, subsidised restaurant, free fruit and free daily healthy snacks.

We are Motability Operations, a unique organisation focused on helping people move more easily. We are hybrid, with on-site and remote work across the UK.

Responsibilities

• Handle customer calls and interactions with empathy, resolving issues and guiding customers through next steps.
• Own calls through to resolution, maintaining motivation and determination to excel in a fast-paced environment.
• Establish effective interpersonal relationships and listen actively to customers to support public interactions.
• Share knowledge with different audiences and work with customers on what to do next.
• Maintain composure when handling sensitive calls and stay productive during challenging times.

Qualifications

We're looking for someone who has:

• An achiever: You'll love what you do and own your calls through to resolution.
• A communicator: You'll be a natural listener and build strong relationships in a public-facing role.
• An influencer: You'll establish trust, share knowledge, and tailor information for different audiences.
• A thriver in a fast-paced environment: You'll handle sensitive calls with empathy and stay productive in difficult times.
• Experience in any customer service role is preferred.

The Process:

1. Stage 1 - Online Application: CV.
2. Stage 2 - Online Task-Based Assessment: Completing online tasks (30-45 min) with individualised feedback.
3. Stage 3 - Phone Call From Us: Discuss start date, location, and training times.
4. Stage 4 - Assessment Centre: Activities to get to know you better.
5. Stage 5 - Hiring offer

Benefits

Motability Operations is a unique organisation with a strong sense of purpose and a commercial edge. We provide mobility solutions to customers and families across the UK. We are the largest car fleet operator in the UK and work with a broad network of dealers and manufacturers. We pride ourselves on delivering outstanding customer service and a high customer satisfaction rating.

• An annual discretionary bonus
• 15% non-contributory pension (9% during probation)
• Life assurance at 4 times basic salary
• Employee Discount Scheme with retailers
• Discounted Electric/Hybrid Car Salary Sacrifice Scheme
• Cycle to Work Scheme access (showers, changing rooms, secure bike sheds on site)

• 28 days annual leave with option to purchase/sell days
• Funded Private Medical Insurance
• Critical illness insurance
• Free access to healthcare apps (Peppy, Unmind, Aviva Digital GP)
• Funded health screening for over 50s
• 1 day per year to volunteer (paid)
• Access to company allotment for charitable produce
• Prayer room and quiet spaces in the office

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

We are committed to building a diverse and inclusive workforce. We encourage applicants from all backgrounds and provide disability access in offices. We support flexible and part-time arrangements where possible. Please note, Motability Operations reserves the right to close vacancies early if we receive a suitable number of high-quality applications.