Driver Resolutions Senior Case Manager

Location: Watford, UK. Hybrid working requires at least two days per week, or 40% of working time, in the Watford office; training requires five days per week in the office until fully competent unless an exception is agreed.

Salary: £36,225 per year.

Company

hirify.global is transforming finance and operates Tusker, an award-winning car leasing company providing company-car and tax-efficient car benefit schemes focused on more sustainable mobility.

What you will do

• Own complex, high-risk and escalated driver complaints from initial contact through fair, timely and compliant resolution.
• Conduct detailed, impartial investigations involving multiple participants, documents, systems and communications.
• Assess customer impact and balance evidence, company policy, regulatory requirements and commercial considerations when making decisions.
• Prepare clear final responses, recommend remedial actions, compensation and goodwill gestures, and escalate blocking issues through Compliance, Legal, Directors, senior stakeholders or BVRLA alternative dispute resolution.
• Manage an individual caseload within agreed service levels, metrics and BVRLA timescales while maintaining empathetic communication with drivers.
• Identify recurring themes, contribute to policy reviews and audit readiness, and provide guidance and training on escalated complaint handling.

Requirements

• Experience in a customer service environment with a strong understanding of complaint-handling frameworks, fair outcomes, governance, critical-issue management and risk principles.
• Demonstrable experience conducting detailed investigations involving multiple participants and evidence sources.
• Ability to make balanced, evidence-based decisions in sensitive or contentious cases and communicate findings, risks and recommendations clearly to senior stakeholders.
• Strong organisation, attention to detail and self-management, with the ability to prioritise competing demands and meet strict SLAs.
• Excellent written and verbal communication skills, including drafting comprehensive final responses and handling difficult conversations.
• Tenacity, curiosity and a solution-focused approach, with confidence to challenge constructively and think creatively while remaining calm, professional and resilient under pressure.
• High integrity, self-motivation and respect, with experience working cross-functionally to resolve systemic issues in a regulated environment.
• Ability to take ownership of actions, maintain professional judgement and composure, collaborate with Account Managers, operational teams, suppliers, Legal colleagues and senior stakeholders, and support complex-case resolution.

Nice to have

• Experience in the leasing or rental industry.

Culture & Benefits

• Inclusive workplace focused on diversity, belonging and reasonable adjustments during recruitment.
• Pension contribution of up to 15% and an annual performance-related bonus.
• Share schemes, including free shares, and lifestyle benefits such as discounted shopping.
• 24 days of holiday plus bank holidays, wellbeing initiatives and generous parental leave policies.
• Commitment to sustainable mobility and reducing emissions through newer, more environmentally friendly cars.