Senior Complaints Case Manager – Hybrid Role

Motability Foundation; Harlow; Híbrido; GBP 34 000 - 37 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Free parking

EV charging on site

Minibus service to/from train station

Resumo da oferta

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.

Qualificações

• 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).

Responsabilidades

• 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.

Conhecimentos

Customer complaints handling

Regulated environment

Case management

Resilience under pressure

Investigation & information gathering

Verbal & written communication

Microsoft Office

Ferramentas

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Descrição da oferta de emprego

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.