Driver Resolutions Senior Case Manager
Core
Primary point of contact for complex, high-risk, and escalated complaints regarding drivers, conducting impartial investigations to achieve fair, timely, and compliant outcomes while rebuilding trust.
Role type
Senior IC case manager (complaints resolution)
Builds
Resolved driver complaints and improved service processes
Domain
Car leasing / automotive finance
Deliverable
client delivery
Required skills
complaint-handling frameworks, detailed investigations, evidence-based decision making, risk management, stakeholder engagement, policy application, SLA management
Preferred skills
leasing or rental industry experience, managing complicated sensitive complaints, drafting comprehensive final responses, handling difficult conversations, continuous improvement, audit readiness
Technologies
None stated
Responsibilities
Conduct thorough and impartial investigations into driver complaints; apply relevant policies, regulations, and complaint-handling frameworks; deliver clear, balanced outcomes; provide insight and guidance to colleagues and senior stakeholders; identify recurring themes and contribute to policy reviews; support audit readiness; provide training on escalated complaint handling.
Seniority
Senior, hands-on IC