Complaints Case Manager

About this role

Salary: £34,000 to £37,000 per annum
Closing Date: Thursday 29th October 2026
Hours: 37.5 per week onsite (Hybrid after initial training and probation)
Reports to: Charitable Operations Team Manager.
Location: Harlow, Essex. Easily commutable from London Liverpool Street or Tottenham Hale Station. We offer a free minibus service to/from Harlow Town Train Station as well as free parking and EV charging on site.
Extra Information: Open to conversation on hybrid, flexible and compressed working arrangements.

About the role:
To review and investigate all complaints received by the Motability Foundation promptly, sensitively and impartially, ensuring appropriate resolution. This will be undertaken with resilience, maintaining professionalism, composure and sound judgement in challenging or high‑pressure situations. Lessons learned will be captured and used to drive improvements in service and performance.

What you will be doing:
Customer Service

• Engage directly with customers by telephone and in writing, providing clear and professional communication.

• Ensure each complaint is fully understood and assessed with empathy, fairness and impartiality.

• Collaborate effectively with Scheme Partners, internal stakeholders, senior management and the Executive Team to manage and resolve high volumes of complaints — including high‑profile, MP, and legal cases — ensuring that all outcomes are appropriate, robust, and supported by well‑reasoned rationale.
Complaint Case Management

• Ensure comprehensive and accurate case notes are recorded, and that all relevant systems and databases are updated and maintained in accordance with data‑retention requirements and GDPR obligations.

• Provide timely updates to customers, colleagues, and third parties on case progression. Effectively manage caseloads and complete all required actions in line with agreed performance objectives.
Decision Making

• Conduct thorough, fair, and impartial investigations, ensuring the root cause of all issues is fully understood so that the most appropriate resolution can be identified and delivered.

• Exercise sound judgement and balanced decision‑making, carefully assessing the needs and expectations of the complainant against the Foundation’s policies and funding guidance, ensuring all decisions are fully reasoned and justified.

• Prepare and present clear, detailed, and well‑structured case summaries for weekly meetings, supporting effective review and oversight by the Foundation’s Executive Team.

• Develop and recommend solutions for high‑level and escalated complaints, considering the seriousness of the issue, the desired customer outcome, and any reputational risks to the Scheme.

• Take full ownership and accountability for all decisions made and actions undertaken.
Continuous Improvement

• Identify themes, trends, and lessons learned from complaints to support continuous service improvement.

• Contribute to policy and process reviews, including using process‑mapping techniques to highlight opportunities for more efficient and effective ways of working.

• Provide constructive, solutions‑focused feedback to peers, coaches, and team managers to support learning and development.
General duties

• Have a good knowledge of Scheme Oversight

• Remain up to date with FCA regulations and compliance, completing necessary training and annual declarations.

• Have a good understanding of the process for legal action against Motability Foundation and to liaise with General Counsel representatives as required.

• Review paperwork submitted by legal representatives to check for inaccuracies.

• Be the main point of contact for feedback from any customer impact surveys or the CSI.

• Review cases of unacceptable customer behaviour to determine appropriate outcomes.

• Support the DPO with DSAR requests.

• Participate in other projects and initiatives as required.

Your experience:
Success in this role requires strong resilience and complaints management experience. A great Complaints Case Manager will stay calm under pressure, handle sensitive conversations with professionalism and empathy, make fair and well‑reasoned decisions — including being able to say no and clearly explain the rationale behind a decision — manage a high caseload, and work collaboratively while maintaining a positive, solutions‑focused approach.
Must haves:

• Experience of dealing with customer complaints.

• Proven experience working within a regulated, policy‑driven environment.

• Previous experience within a case management role, working with high levels of caseloads and data.

• Resilience to navigate challenging behaviours and complex scenarios.

• Experience in investigation and information gathering.

• Excellent written and verbal communication skills, including the ability to present at or chair meetings at all levels.

• Working knowledge of Microsoft Office i.e. Word, Excel, PowerPoint and Outlook.

Nice to haves:

• Experience of reporting on and analysing complaint data and feedback.

• Knowledge of FCA Compliance.

• Experience of using customer databases.

• Knowledge or lived experience of disability.
If you’re interested in applying and excited about working with us but are unsure if you have the right skills and experience, we'd still encourage you to apply.
Requirements
If you’re interested in applying and excited about working with us but are unsure if you have the right skills and experience, we'd still encourage you to apply.
Benefits
Who are we?
We are building a future where all disabled people have the transport options to make the journeys they choose.
We fund, support, research and innovate so that all disabled people can make the journeys they choose. We oversee the Motability Scheme and provide grants to help people use it, providing access to transport to hundreds of thousands of people a year. We award grants to charities and organisations who provide different types of transport, or work towards making transport…