{"id":2614391,"url":"https://alion.io/job/motability-foundation-complaints-case-manager","title":"Complaints Case Manager","company":{"id":684030,"name":"Motability Foundation","domain":"motabilityfoundation.org.uk","url":"https://alion.io/company/motabilityfoundation","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Harlow, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":34000,"max":37000,"currency":"GBP","period":"year","gross":null,"usd_annual":48651},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-15T11:47:44Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-15T16:57:12Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Salary: £34,000 to £37,000 per annum\nClosing Date: Thursday 29th October 2026\nHours: 37.5 per week onsite (Hybrid after initial training and probation)\nReports to: Charitable Operations Team Manager.\nLocation: 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.\nExtra Information: Open to conversation on hybrid, flexible and compressed working arrangements.\nAbout the role:\nTo 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.\nWhat you will be doing:\nCustomer Service\nEngage directly with customers by telephone and in writing, providing clear and professional communication.\nEnsure each complaint is fully understood and assessed with empathy, fairness and impartiality.\nCollaborate 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.\nComplaint Case Management\nEnsure 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. \nProvide 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.\nDecision Making\nConduct 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. \nExercise 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.\nPrepare and present clear, detailed, and well-structured case summaries for weekly meetings, supporting effective review and oversight by the Foundation’s Executive Team. \nDevelop 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. \nTake full ownership and accountability for all decisions made and actions undertaken.\nContinuous Improvement\nIdentify themes, trends, and lessons learned from complaints to support continuous service improvement. \nContribute to policy and process reviews, including using process-mapping techniques to highlight opportunities for more efficient and effective ways of working. \nProvide constructive, solutions-focused feedback to peers, coaches, and team managers to support learning and development.\nGeneral duties\nHave a good knowledge of Scheme Oversight\nRemain up to date with FCA regulations and compliance, completing necessary training and annual declarations. \nHave a good understanding of the process for legal action against Motability Foundation and to liaise with General Counsel representatives as required.\nReview paperwork submitted by legal representatives to check for inaccuracies.\nBe the main point of contact for feedback from any customer impact surveys or the CSI.\nReview cases of unacceptable customer behaviour to determine appropriate outcomes. \nSupport the DPO with DSAR requests.\nParticipate in other projects and initiatives as required.\nYour experience:\nSuccess 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.\nMust haves:\nExperience of dealing with customer complaints. \nProven experience working within a regulated, policy-driven environment.\nPrevious experience within a case management role, working with high levels of caseloads and data.\nResilience to navigate challenging behaviours and complex scenarios.\nExperience in investigation and information gathering.\nExcellent written and verbal communication skills, including the ability to present at or chair meetings at all levels.\nWorking knowledge of Microsoft Office i.e. Word, Excel, PowerPoint and Outlook.\nNice to haves:\nExperience of reporting on and analysing complaint data and feedback.\nKnowledge of FCA Compliance.\nExperience of using customer databases.\nKnowledge or lived experience of disability.\nIf 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.\nRequirements\nIf 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.\nBenefits\nWho are we?\nWe are building a future where all disabled people have the transport options to make the journeys they choose.\nWe 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.\nWhy choose us?\nWe 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.\nWe 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.\nWe 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.\nWe 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.\nA career with Motability Foundation can offer you so much more than earning potential, we pride ourselves in offering some fantastic benefits. Some of these include:\n26 days annual leave, plus the option to buy/ sell up to five days.\nOne wellbeing day for extra flexibility.\nPension scheme - Up to 20%, including a 10% non-contributory contribution and matched contributions up to 5%.\nLife Assurance of four times your salary.\nPrivate healthcare through BUPA for you and your family, along with a Medicash Health Plan.\nEmployee assistance programme: GP appointments, eye tests, flu vaccinations, sick pay and free gym and yoga sessions. \nEnhanced Parental Leave, including Adoption Pay. \nFree parking, EV charge points and a minibus service to/from the town centre and train station. \nFresh fruit, breakfast snacks, and a Dress for Your Day dress code.\nLearning and development opportunities to help you grow.\nOur 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.\nAs 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.\nTo 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.","description_format":"text","description_chars":8956,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Equity","Parental leave"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Nonprofits & Foundations","Disability Support Services"],"lifecycle":[{"event":"open","at":"2026-10-15T11:47:44Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-15T06:21:15+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":21,"reasons":["conf:3","win:early"],"computed_at":"2026-10-15T20:45:32Z"},"pay":{"stated_usd_annual":48651,"is_top_pay":false},"html_url":"https://alion.io/job/motability-foundation-complaints-case-manager","json_url":"https://alion.io/job/motability-foundation-complaints-case-manager.json","meta":{"generated_at":"2026-10-15T20:45:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31422,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":684030},"rest":"https://alion.io/mcp/rest/get_company?id=684030"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmotability-foundation-complaints-case-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmotability-foundation-complaints-case-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmotability-foundation-complaints-case-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/motability-foundation-complaints-case-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmotability-foundation-complaints-case-manager"}]}