The Motor Ombudsman
Case Administrator
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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
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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
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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
- Sick pay
- Cycle to work scheme
About The Motor Ombudsman
We are the UK's only dedicated Ombudsman for the automotive sector, resolving disputes between consumers and over 7,500 accredited businesses. Independent, impartial and free to use for consumers — we handle over 45,000 cases a year and are growing.
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.
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