Impactful Customer Experience Specialist (Hybrid)

Motability Operations Ltd; West of England; Hybrid; GBP 31,000 - 38,000; Full time

Benefits offered by this job

Hybrid working

Annual discretionary bonus

Pension 15%

Life insurance

Job summary

Motability Operations Ltd. is seeking a Customer Experience Specialist to handle important moments for customers with empathy and decisive action. You’ll listen, assess each situation, and deliver outcomes without scripts, tailoring responses to individual needs and circumstances.

You’ll engage with customers who may be frustrated or anxious, maintaining professionalism while guiding conversations toward the right resolution. This role emphasizes customer care and effective problem solving.

Qualifications

• Previous experience in a customer service or customer-facing role.
• Strong communication and relationship-building skills.
• The ability to handle challenging conversations with empathy and professionalism.
• Confidence managing objections and customer expectations.
• Resilience, emotional intelligence, and sound judgement.
• A genuine desire to help people and make a difference.

Responsibilities

• Listen, understand each customer's individual situation, and make decisions that deliver the right outcome.
• Regularly speak with customers who are frustrated, upset, anxious, or facing challenging situations with empathy and professionalism.
• Balance customer needs with business requirements.

Skills

Customer service

Communication

Empathy

Relationship-building

Objection handling

Resilience

Job description

Motability Operations Ltd. is seeking a Customer Experience Specialist to handle important moments for customers with empathy and decisive action. You’ll listen, assess each situation, and deliver outcomes without scripts, tailoring responses to individual needs and circumstances.

You’ll engage with customers who may be frustrated or anxious, maintaining professionalism while guiding conversations toward the right resolution. This role emphasizes customer care and effective problem solving.