Grants Enquiry Advisor

Salary: £25,000 to £28,000 per annum

Closing date: Friday 13th March 2026

Hours: 37.5 hours per week, working a mixture of early and late shifts (Week 1 - 08:00-16:30, Week 2, 09:30-18:00)

Reports to: 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.

You will be working in our growing contact centre, responsible for answering calls and resolving contact from our beneficiaries. Taking ownership for delivering ahigh quality customer service.

You’llbe working within an exciting and fast paced customer service environment dealing with a wide range of enquiriesregarding

Grant making and our charitable activities. This is a fantastic opportunity to make an impact on the lives of disabled people.

• Act as the first point of contact for beneficiaries, dealing effectively with requests, answering queries and taking responsibility for processing each enquiry through to a satisfactory conclusion.
• Work with internal departments to ensure the beneficiary experience is at the highest level.
• To contact beneficiaries in accordance with agreed procedures.
• To continuously improve the service we offer by providing feedback on trends and improving own approach based on beneficiary feedback and call monitoring.
• Deliver excellent telephone communication by following our GET principles (Get me, Get the plot,Getit done and Getin control)
• Ensure case notes are compiled accurately and relevant databases updated and maintained in line with data retention and data protection guidelines.
• Ensure beneficiaries are fully appraised of next steps and understand resolution proposed.
• Manage beneficiary interactions effectively and follow through on actions required, in line with performance objectives.
• Investigate all contact from beneficiaries thoroughly, understanding the root cause of issues or problems in order to provide the right resolution.

Must haves:

• Experience in a contact centre environment.
• Experience in investigation and information gathering.
• Excellent verbal and written communication skills.
• Working knowledge of Microsoft Office i.e. Word, Excel, PowerPoint and Outlook.
• Ability to accurately compose letters and case notes.
• Experience of using customer databases (CRM).

Nice to haves:

• Experience of dealing with front line customer complaints.
• Case management experience.
• Experience of working with digital channels such as web chat and email.
• Knowledge or lived experience of disability in either personal or professional life.

If 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.

We are building a future where all disabled people have the transport options to make the journeys they choose.

We 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.

We 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.

We 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.

We bring our people together through our People Forum, Equity, Diversity and Inclusion Forum, Social Squad and our Wellbeing Champions and our employee Spotlight Awards…