Customer Service Case Assistant

PEXA Group; Leeds; Hybrid; GBP 25,000 - 26,000; Full time

Job summary

A leading legal services firm in Leeds is looking for a Customer Case Assistant to help customers through their remortgage journey. You will deliver exceptional customer service by addressing inquiries and resolving issues promptly. The role offers a competitive salary between £25,000 and £26,000, along with benefits like hybrid working, 25 days holiday, and wellness days. Join a supportive culture that values career growth and customer satisfaction.

Benefits

25 days holiday plus bank holidays

4 paid wellness days

Annual bonus

Generous pension contributions

Career progression opportunities

Collaborative culture

Modern workspace with amenities

Responsibilities

• Act as the first point of contact for customers, providing tailored guidance.
• Own each interaction and resolve or escalate issues as needed.
• Communicate clearly and empathetically through various channels.
• Support vulnerable customers with sensitivity and signpost to specialists.
• Identify opportunities to simplify processes enhancing customer experience.
• Collaborate with colleagues to ensure consistent service.
• Adapt to changing priorities to meet evolving customer needs.
• Demonstrate professionalism and integrity in interactions.

Skills

Customer service experience

Clear communication skills

Empathy

Attention to detail

Adaptability

Proactive attitude

Job description

Hi were Optima Legal part of the PEXA Group.

We know youll Google us before applying so lets keep this brief. 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

Great question! 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 youll be the friendly trusted voice guiding customers through their remortgage journey. Whether youre answering inbound calls responding to messages or resolving online enquiries your focus will be on delivering clear reassuring and efficient service. Youll 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 youll 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 its 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 were 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 customers 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 Youll operate in a regulated environment following all company policies and procedures to ensure compliance with SRA and other relevant frameworks. Youll 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. Youll 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.

25000 - 26000 a year

Sounds like you

We at Optima Legal are ready so if this role sounds like you apply today.

To be conducted as part of post offer employment checks :

The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud other unlawful or dishonest conduct malpractice and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas and your data protection rights can be found at Cifas.

GDPR Compliance

Digital Completion UK Limited (trading name PEXA) Optima Legal Services Limited (trading name Optima Legal) and Smoove Limited(a holding company which comprises of the following wholly owned trading Subsidiary companies : United Legal Services Limited United Home Services Limited Legal-Eye Limited and Amity Law Limited) are all owned directly by DigCom UK Holdings Limited which is a wholly owned Subsidiary of PEXA Group Limited in Australia (ACN; ASX : PXA) (referred tocollectively asPEXA Group).

When we processyour applicant personal data for recruitment purposes we do so as a controller. If as part of the recruitment process we share your personal data with anothercompany within thePEXA Group that company may process your personal data as either an independent controller or in certain circumstances a joint controller. By applying for this role you consent to us processing your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 and further information can be found in our privacy notice

Key Skills

EAM,Electrical Controls,Cyber Security,Business Administration,Corporate Marketing

Employment Type : Full-Time

Experience : years

Vacancy : 1