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.
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.
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.
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”.
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.
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.
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 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.
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 are a Certified B Corp, that means we meet B Lab Standards for social and environmental performance, transparency and accountability. This certification is only made possible because of the passion, care and commitment across our business.
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.
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