Case Administrator

London Source: WhatJobs

£28,649

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.