Complaints Case Manager
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 mana
