Customer Service Case Assistant

Company Overview

Optima Legal, part of the PEXA Group, is a specialist property law firm with Alternative Business Structure status. We support remortgage transactions for major UK banks and lenders and employ over 300 UK based staff.

About the Role

As a Customer Service Case Assistant you will be the friendly, trusted voice guiding customers through their remortgage journey. Your focus will be on delivering clear, reassuring and efficient service via phone, email, webchat and portal, in a high volume customer focused environment supported by online tools and automation.

Key Accountabilities

• Be the first point of contact - listen actively and understand each customer's needs, providing tailored guidance and quick, accurate solutions.
• Take ownership of every interaction - see issues through to resolution or escalates appropriately.
• Communicate clearly and empathetically across all channels.
• Support customers in vulnerable situations, applying sensitivity and signposting to specialist help where needed.
• Champion the customer experience by identifying opportunities to simplify or improve processes.
• Work collaboratively with colleagues and stakeholders to ensure seamless handovers and consistent service.
• Embrace change and remain flexible as priorities shift.
• Live the company values - professionalism, fairness and integrity - and comply with SRA and Treating Customers Fairly frameworks.

Skills and Experience

• Previous experience in a customer facing role, whether face to face or remote.
• Clear, confident communication across all mediums.
• Exceptional communication skills - articulate, empathetic and professional.
• Attention to detail and a focus on quality with strong customer focus.
• Experience of structured days and the confidence to work independently.
• Adaptability to change, flexibility to customer needs and a thirst for learning.
• A positive, proactive attitude and willingness to go the extra mile.

Benefits

• Competitive base salary of £25,000 £26,750 per year, plus an annual bonus.
• Hybrid working - two days per week in the Leeds office.
• 25 days holiday (plus bank holidays), increasing with service.
• 4 paid wellness days per year.
• Modern workspace with open plan seating, yoga classes and an on site coffee shop.
• Generous pension and health plan contributions.
• Career progression opportunities across the PEXA Group, UK and Australia.
• Contributions towards healthcare, dental and other benefits.
• One paid volunteering day each year.
• A collaborative, supportive culture that celebrates success.

Employment Checks and Data Protection

Post offer employment checks will include a Cifas background check. Personal information collected will be shared with Cifas to prevent fraud and unlawful conduct, and will also be used to verify identity. Further details of how your information will be used and your data protection rights can be found at