Customer Experience Specialist

5 months ago

Bristol, United Kingdom Motability Operations Full time

**About The Role**:
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 £33095.50 and our Continued Professional Development programme to progress within the company.

Working a 39 hour a week shift pattern between 8 am - 7 pm Monday - Friday and 1 in 4 Saturdays 9 am - 5 pm plus 2 Bank holidays 9 am - 1 pm

We also offer Hybrid working enabling you to work up to 2 days a week from home.

**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 700,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

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

We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.

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 access

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