Working for us
Across our two organisations, Motability (located in Harlow) and Motability Operations (located in London and Bristol), we offer a variety of rewarding careers.
We employ people across a variety of functions including administration, customer contact, engineering, fundraising, finance, marketing, human resources, analysis and planning, sales, facilities, and IT. We believe that the successful recruitment and retention of staff is vital to our continuing success.
Working for Motability
We are a unique organisation employing not only clerical, supervisory and management staff, but also specialists in the fields of fundraising. As an Investor in People we are committed to the continuous development of our staff. Our offices are based in Harlow, Essex.
Role: Complaints and Appeals Case Manager (12 month post)
Location: Motability, Harlow, Essex
Flexible hours: Five days per week (9.30am to 2.30pm), four days per week (8.45am to 5.15pm), or five days per week (8.45am to 5.15pm)
Salary: £25,346 per annum (pro-rata)
Job description: In this highly autonomous and varied role you will take ownership for the end-to-end case management and resolution of complaints and appeals received by the business. Managing your own time and case load you will be responsible for the thorough investigation of cases and will need to operate sound judgement and decision making to provide the right resolution that balances the needs of the customer and the business.
You will need an analytical, detailed and methodical approach to problem solving with an ability to ask pertinent questions to get a thorough understanding of a situation. You will treat customers as individuals taking time to listen and understand their situation, being sensitive and tactful and addressing objections in a constructive way. Your balanced and considered approach to decision making will mean you are decisive and able to support decisions with sound judgement and facts. You will therefore thrive in working on your own initiative and being able to meet set deadlines.
You will need to possess good IT skills including knowledge of Microsoft’s Office suite and have the ability to analyse and sift information quickly and often from a variety of sources.
High accuracy and excellent written and verbal communication skills including the ability to deal with people at all levels are also vital in a busy, dedicated and friendly team.
• Download Job Description Will download a resource(PDF 47KB)
• Download Diversity Monitoring Form Will download a resource(PDF 103KB)
• Download Application Form Will download a resource(PDF 934KB)
Closing date: Friday 31 July 2015
Please forward your completed Application and Diversity Monitoring Forms to email@example.comOpens in new window
Equality and diversity
Motability is committed to ensuring that all staff enjoy equality of opportunity and are not disadvantaged by conditions or requirements which cannot be shown to be justified.
We aim to provide a work environment which is free from discrimination, prejudice, harassment, bullying or victimisation, where people are treated with dignity, respect, courtesy and fairness.
Your application will be judged solely on merit irrespective of ethnic or national origin, race, age, colour, gender, gender reassignment, trade union activity, marital status, religious belief or sexual orientation.
We are committed to interviewing all applicants with a disability who meet the minimum criteria.
As an Investor in People we are committed to the continuous development of our staff.
Motability has been awarded the Two Ticks accreditation. The symbol is awarded to employers in England, Scotland and Wales who make a commitment to employ, keep and develop the abilities of disabled staff.
The five commitments we have made as part of the Two Ticks Programme:
1. to interview all disabled applicants who meet the minimum criteria for a job vacancy and to consider them on their abilities
2. to discuss with disabled employees, at any time but at least once a year, what both parties can do to make sure disabled employees can develop and use their abilities
3. to make every effort when employees become disabled to make sure they stay in employment
4. to take action to ensure that all employees develop the appropriate level of disability awareness needed to make these commitments work
5. to review these commitments each year and assess what has been achieved, plan ways to improve on them and let employees and Jobcentre Plus know about progress and future plans.
Motability encourages staff to maintain the highest standards of integrity in their work. Our Whistle-blowing policy Will download a resource(PDF 59KB) encourages staff to raise any serious concerns about fraud, corruption or any other unacceptable practices through a variety of channels.
Working for Motability Operations
Motability Operations offers rewarding careers in a fast-moving business and offer a very competitive pay and benefits package. We invest for the long term in further developing our people. Visit the Motability Operations websiteOpens in new window to check for current vacancies.