Case Administrator

The Motor Ombudsman Limited; Greater London; Hybrid; GBP 24,000 - 33,000; Full time

Benefits offered by this job

Laptop provided from day one

Company pension

Cycle to work scheme

Sick pay

25 days annual leave + bank holidays

Job summary

The Motor Ombudsman Limited in London is hiring a Case Administrator to join the busy team. The role blends four days remote work with one set day in the London office, handling a high-volume caseload with strong IT confidence and strict process adherence.

You will manage cases from submission through to handover, perform triage, gather evidence and ensure progress against service levels and KPIs, while communicating clearly with consumers and accredited businesses.

Qualifications

• Strong IT proficiency across multiple systems, emails, documents, spreadsheets and case management platforms.
• Ability to follow detailed computer-based processes accurately and efficiently.
• Experience managing a high-volume workload, caseload or deadline-driven administration.
• Excellent attention to detail and accuracy when reviewing information and evidence.
• Strong written and verbal communication skills—professional, clear and adapted to your audience.
• Ability to work independently, manage deadlines and take ownership of your own caseload.
• Comfortable working to targets, KPIs and service levels in a fast-paced environment.

Responsibilities

• Managing your own caseload — triaging, progressing and completing cases to targets and KPIs.
• Conducting introduction calls with consumers and accredited businesses.
• Gathering evidence and building complete case files.
• Communicating clearly and professionally in writing and by phone throughout each case.
• Routing cases correctly according to TMO criteria and consumer law.
• Logging all data accurately in our case management system and operating within TMO's values and service levels.

Skills

IT proficiency

Attention to detail

Communication skills

Independent work

Time management

Target-driven

Caseload management

Tools

Salesforce

Zendesk

Job description

Case Administrator| £28,649 + Bonus | Hybrid London

This is not a general admin role, you will be someone with strong IT confidence who can manage a high-volume caseload, follow detailed processes and hit targets from day one.

The Motor Ombudsman — the UK's only dedicated automotive Ombudsman — is expanding its London team and is looking for a Case Administrator to join our busy department. This role is 4 days working from home each week, with 1 set day in the London office with the whole team.

The Role

This is a fast-paced, system-heavy, front-line case administration role requiring strong IT confidence, attention to detail, independent caseload management and professional communication skills.

You will manage your own caseload from submission through to case preparation, progression and handover where required — triaging cases, gathering evidence, making introduction calls and ensuring everything progresses in line with our service levels. You will be trusted to manage your caseload independently whilst following clear processes and service levels.

Key Responsibilities

• Managing your own caseload — triaging, progressing and completing cases to targets and KPIs
• Conducting introduction calls with consumers and accredited businesses
• Gathering evidence and building complete case files
• Communicating clearly and professionally in writing and by phone throughout each case
• Routing cases correctly according to TMO criteria and consumer law
• Logging all data accurately in our case management system and operating within TMO's values and service levels

What We're Looking For

• Strong IT proficiency across multiple systems, emails, documents, spreadsheets and case management platforms
• Ability to follow detailed computer-based processes accurately and efficiently
• Experience managing a high-volume workload, caseload or deadline-driven administration
• Excellent attention to detail and accuracy when reviewing information and evidence
• Strong written and verbal communication skills — professional, clear and adapted to your audience
• Ability to work independently, manage deadlines and take ownership of your own caseload
• Comfortable working to targets, KPIs and service levels in a fast-paced environment

Desirable: Legal, ADR, regulatory, complaint-handling or automotive dispute experience | CRM systems (Salesforce/Zendesk) | Previous case-handling experience

Salary & Benefits

• £28,649 salary per annum pro rata
• Quarterly Performance Enhancement Plan (PEP) bonus — up to £795 per quarter, paid upon successful achievement of targets following 8 weeks' service
• 25 days annual leave plus bank holidays pro rata
• Hybrid working — up to 8 days office working for training purposes
• Laptop provided from day one
• Company pension
• Cycle to work scheme
• Sick pay

About The Motor Ombudsman

The Motor Ombudsman is an equal opportunities employer. We welcome applications from all sections of the community regardless of age, disability, gender, race, religion or belief, or sexual orientation.

Hours

9am to 5pm