Customer Service Specialist (Edinburgh) - #192659

About The Role

This isn’t your typical customer service role.

Every day, our customers rely on us during some of the most important moments in their lives. They contact us when they need support, guidance, answers, and sometimes when they’re facing difficult or emotional circumstances.

That’s why we’re looking for people who don’t just provide great service — we’re looking for people who can make a genuine difference.

As a Customer Experience Specialist, you’ll have real responsibility from day one. We don’t use scripts, and we don’t expect you to follow a one-size-fits-all approach. Instead, we’ll trust you to listen, understand each customer’s individual situation, and make decisions that deliver the right outcome.

Some conversations will be straightforward. Others won’t.

You’ll regularly speak with customers who are frustrated, upset, anxious, or facing challenging situations. You’ll need the resilience to handle difficult conversations with empathy and professionalism, the confidence to challenge when appropriate, and the courage to deliver decisions that customers may not always want to hear.

This is a role for someone who can remain calm under pressure, build trust quickly, and balance customer needs with business requirements.

About You

You’re resilient.

You understand that not every conversation will be easy. You can absorb pressure, navigate emotionally charged situations, recover quickly from difficult calls, and bring the same energy and professionalism to the next customer.

You’re adaptable.

Change doesn’t faze you. You embrace new ways of working, learn quickly, and thrive in an environment where priorities, processes, and customer needs continually evolve.

You’re confident.

You can influence conversations, manage expectations, handle objections, and explain difficult decisions clearly and respectfully. You understand that delivering excellent customer service doesn’t always mean saying “yes”.

You’re an exceptional communicator.

You listen carefully, ask the right questions, and build rapport naturally. You can simplify complex information and tailor your approach to different customers and situations.

You’re driven to achieve.

You take ownership of every interaction and see challenges as opportunities to make a positive impact. You care about delivering great outcomes and continuously improving your performance.

What You’ll Bring

• 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.

You’re resilient.

You understand that not every conversation will be easy. You can absorb pressure, navigate emotionally charged situations, recover quickly from difficult calls, and bring the same energy and professionalism to the next customer.

You’re adaptable.

Change doesn’t faze you. You embrace new ways of working, learn quickly, and thrive in an environment where priorities, processes, and customer needs continually evolve.

You’re confident.

You can influence conversations, manage expectations, handle objections, and explain difficult decisions clearly and respectfully. You understand that delivering excellent customer service doesn’t always mean saying “yes”.

You’re an exceptional communicator.

You listen carefully, ask the right questions, and build rapport naturally. You can simplify complex information and tailor your approach to different customers and situations.

You’re driven to achieve.

You take ownership of every interaction and see challenges as opportunities to make a positive impact. You care about delivering great outcomes and continuously improving your performance.

What You’ll Bring

• 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.

What We Offer

In return, we’ll invest in your development and give you the opportunity to build a rewarding career with us.

• Salary of £34,376
• Continued Professional Development Programme
• Hybrid working – with up to 50% home working
• 38-hour working week
• Shift pattern between 8:30am and 6:15pm Monday to Friday
• 1 in 4 Saturdays, 9:00am – 1:00pm
• Free onsite parking
• Complimentary barista-made coffee from our onsite café
• Subsidised restaurant
• Free fruit and healthy daily snacks

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 800,000 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 accessible company allotment – Where we grow our own produce for local charitable organisations
• Access to Prayer room and quiet spaces whilst working in the office

We also understand that not everyone is the same so offer several voluntary benefits that you can select outside the core package, these include;

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

At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they’re rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.

We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.

Please note, Motability Operations reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist. Therefore, we recommend that you apply as soon as possible rather than wait until the published closing date.