Customer Service Case Assistant

Customer Service Case Assistant

Hi, we're Optima Legal, part of the PEXA Group. At Optima Legal, we are a specialist property law firm, with an Alternative Business Structure (ABS) status. We are proud to be a conveyancer of choice for 8 out of 10 major banks and lenders in the UK and have more than 300 UK-based employees who deal with thousands of conveyancing transactions between them every day. The team is led by a group of experienced, specialist solicitors who are equipped to handle the most complex of remortgage transactions.

Why join Optima Legal? We pride ourselves on attracting, developing and retaining a diverse range of people in an equally diverse range of roles and specialisms – who together achieve outstanding results. Our transparent approach and open-door policy make Optima Legal a great place to work and as our business expands, we are looking for ambitious, talented people to join us.

As a Customer Case Assistant, you'll be the friendly, trusted voice guiding customers through their remortgage journey. Whether you're answering inbound calls, responding to messages, or resolving online enquiries, your focus will be on delivering clear, reassuring, and efficient service. You'll help customers feel confident, supported, and informed, making their remortgage experience as smooth and stress-free as possible, even on the busiest days. With the support of intuitive online tools and automation, you'll have everything you need at your fingertips to deliver exceptional service and thrive in a high-volume, customer-focused environment.

The preferred contact method for our customers is by phone — meaning every day is fast-paced, dynamic, and never dull. To ensure you have the right support and structure, our planning team provides daily schedules to help balance workloads and maintain availability for our customers.

This is more than just a role – it's an opportunity to grow in a supportive, people-first culture with benefits designed around you:

• Enjoy a competitive base salary, plus an annual bonus to reward your performance
• Hybrid working – we're flexible, two days a week in our wonderful Leeds office
• 25 days holiday (plus bank holidays), increasing with service
• 4 paid wellness days every year to recharge and reset, wellbeing is very important to us here at PEXA!
• A modern workspace with open-plan seating, yoga classes, and an on-site coffee shop
• Generous pension & health plan contributions
• Career progression opportunities across the PEXA Group, UK and Australia
• Generous contributions towards what matters to you – healthcare, dental and more
• 1 paid volunteering day each year to give back to causes that matter to you
• A collaborative, supportive culture where we work together and celebrate success & lots more!

Key Accountabilities

Be the first point of contact — listening actively, understanding each customer's needs, and providing tailored guidance. Deliver quick, accurate solutions to help customers move confidently through their remortgage journey, meeting their preferred completion dates.

Take ownership of every interaction — seeing issues through to resolution or seamlessly escalating when specialist support is needed.

Communicate clearly and empathetically across all channels (phone, email, webchat, and portal).

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 with flexibility — priorities can shift quickly, and your adaptability helps us respond to customers' evolving needs.

Live our values by demonstrating professionalism, fairness, and integrity in every interaction You'll operate in a regulated environment, following all company policies and procedures to ensure compliance with SRA and other relevant frameworks. You'll also uphold the principles of Treating Customers Fairly (TCF) at every stage of the customer journey.

Skills and Experience

Previous experience of working in a customer role whether face to face or remote.

A clear and confident communicator across all mediums.

Exceptional communication skills — articulate, empathetic, and professional.

An eye for detail and a focus on quality, with strong customer focus and skills

Experience of both structured days and confidence to work independently with the customer at the forefront of everything you do.

Adaptable to change, flexible to customer needs and thirst for learning.

A positive proactive attitude – ready to go that extra mile.

The most important factor is the person you are, passionate about delivering world-leading customer service every time. At Optima Legal, our company values guide how we work with each other and our customers. You'll live these values in everything you do — acting as a role model across the business and showing, through your behaviours, what it truly means to be part of the Optima team.