Complaints Case Manager

Motability Foundation; Harlow; Hybrid; GBP 34,000 - 37,000; Full time

Benefits offered by this job

Free parking

EV charging on site

Minibus service to/from train station

Job summary

The Motability Foundation is seeking a dedicated Complaints Case Manager in Harlow to review, manage and resolve complaints promptly and impartially. You will work with stakeholders across the organisation, ensuring data accuracy and GDPR compliance while maintaining a high standard of service.

You will engage with customers, document case progress, and help drive improvements in how complaints are addressed and resolved, including high‑profile and legal cases as required.

Qualifications

• Experience dealing with customer complaints.
• Proven experience in a regulated, policy‑driven environment.
• Previous experience in a case management role with high caseloads and data.
• Resilience to navigate challenging behaviours and complex scenarios.
• Experience in investigation and information gathering.
• Excellent written and verbal communication skills; able to present at or chair meetings.
• Working knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint).

Responsibilities

• Review and investigate all complaints promptly, sensitively and impartially.
• Engage with customers by telephone and written communication.
• Collaborate with Scheme Partners, internal stakeholders, senior management and Executive Team to manage high volumes of complaints.
• Maintain accurate case notes and update systems in line with GDPR and data‑retention rules.
• Provide timely updates on case progression and manage caseloads to meet performance objectives.
• Conduct thorough investigations and present clear case summaries for weekly reviews.
• Identify themes for continuous service improvement and contribute to policy reviews.

Skills

Customer complaints handling

Regulated environment

Case management

Resilience under pressure

Investigation & information gathering

Verbal & written communication

Microsoft Office

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

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.

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 accessible. We also carry out ongoing research, in partnership with disabled people and key stakeholders in the industry, to inspire innovations that continue to champion accessible transport for all.

Why choose us?

We want working for the Motability Foundation to be the best career move you’ve ever made. When you join the Motability Foundation you will join a group of people who are supportive, innovative and motivated to improve the lives of our beneficiaries.

We value everyone’s unique qualities and celebrate having a diverse, equitable and inclusive culture where everyone feels safe to be their authentic selves. This is embedded into our values, Collaborative, Respectful and Evolving.

We bring our people together through our People Forum, Equity, Diversity and Inclusion Forum, Social Squad and our Wellbeing Champions and our employee Spotlight Awards help us recognise the excellence and dedication of our staff.

We are proud to be recognised as Disability Confident Leader, have attained Platinum Level Award for Investors in People and are members of the Business Disability Forum.

Our vision is to create a charity where everyone feels like they belong, benefits from and participates in, the work we do. We actively encourage applications from people of all backgrounds and cultures, and we aim to be an employer of choice for candidates with disabilities.

As a Disability Confident Leader, we have committed to ensuring that disabled people and those with long term health conditions have the opportunities to fulfil their potential. We want to ensure everyone has the opportunity to perform their best when interviewing and when working with us, so if you require any reasonable adjustments that would make you more comfortable, please let us know so that we can do our best to support you.

To help us create an inclusive workplace we are committed to offering to interview every disabled applicant who meets the minimum criteria for the job. Some of our roles attract a high volume of applications and in some circumstances, we may need to limit the number of interviews offered to disabled and non-disabled candidates.

We pride ourselves in offering some fantastic benefits. Some of these include:

• 26 days annual leave, plus the option to buy/ sell up to five days.
• One wellbeing day for extra flexibility.
• Pension scheme - Up to 20%, including a 10% non-contributory contribution and matched contributions up to 5%.
• Life Assurance of four times your salary.
• Private healthcare through BUPA for you and your family, along with a Medicash Health Plan.
• Employee assistance programme: GP appointments, eye tests, flu vaccinations, sick pay and free gym and yoga sessions.
• Enhanced Parental Leave, including Adoption Pay.
• Free parking, EV charge points and a minibus service to/from the town centre and train station.
• Fresh fruit, breakfast snacks, and Dress for Your Day dress code.
• Learning and development opportunities to help you grow.