Complaints Case Manager

Motability Foundation

. Review and investigate complaints received by the Motability Foundation promptly, sensitively, and impartially .

Posted 10/16/2026full-timeHarlow • United KingdomMid-LevelSenior💰 £34,000 - £37,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer complaints within a regulated environment, utilizing strong investigation skills and effective communication to deliver resolutions. Proficient in case management, data analysis, and compliance with FCA regulations.

Highest-signal resume keywords

Customer Complaint ManagementCase Management ExperienceInvestigation and Information GatheringFCA Compliance KnowledgeExcellent Written and Verbal Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementData AnalysisComplaint InvestigationPerformance Objective ManagementProcess Mapping

Soft Skills

EmpathyResilienceCollaborationDecision-MakingSensitivity

Tools & Technologies

Microsoft OfficeCustomer DatabasesGDPR Compliance Systems

Industry Keywords

Regulated EnvironmentFCA RegulationsData Retention RequirementsScheme OversightCustomer Impact Survey

About the role

Key responsibilities & impact

Review and investigate complaints received by the Motability Foundation promptly, sensitively, and impartially
Engage directly with customers by telephone and in writing
Assess complaints with empathy, fairness, and impartiality
Collaborate with Scheme Partners, internal stakeholders, senior management, and the Executive Team to resolve high-volume, high-profile, MP, and legal complaints
Record comprehensive and accurate case notes and maintain systems and databases in line with data-retention requirements and GDPR
Provide timely case-progression updates to customers, colleagues, and third parties
Manage caseloads and complete required actions against performance objectives
Conduct investigations, identify root causes, and deliver appropriate resolutions
Make balanced, well-reasoned decisions based on complainant needs, Foundation policies, and funding guidance
Prepare and present structured case summaries for weekly Executive Team meetings
Develop and recommend solutions for escalated complaints while considering reputational risks
Own and take accountability for decisions and actions
Identify complaint themes, trends, and lessons learned to improve services
Contribute to policy and process reviews using process mapping
Provide solutions-focused feedback to peers, coaches, and team managers
Maintain knowledge of Scheme Oversight, FCA regulations, and compliance requirements
Liaise with General Counsel representatives regarding legal action
Review paperwork submitted by legal representatives
Handle customer-impact survey or CSI feedback
Review unacceptable customer behaviour cases
Support the DPO with DSAR requests
Participate in other projects and initiatives

Requirements

What you’ll need

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
Ability to present at or chair meetings at all levels
Working knowledge of Microsoft Office, including Word, Excel, PowerPoint, and Outlook
Experience of reporting on and analysing complaint data and feedback (nice to have)
Knowledge of FCA Compliance (nice to have)
Experience of using customer databases (nice to have)
Knowledge or lived experience of disability (nice to have)

Benefits

Comp & perks

26 days annual leave, plus the option to buy/sell up to five days
One wellbeing day
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
Medicash Health Plan
Employee assistance programme including 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
Minibus service to/from the town centre and train station
Fresh fruit and breakfast snacks
Dress for Your Day dress code
Learning and development opportunities
Flexible, hybrid, and compressed working arrangements discussed
Support for reasonable adjustments during interviewing and employment