Overview
Base pay range provided by PEXA UK. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Optima Legal is part of the PEXA Group. We are a specialist property law firm with ABS status and act as a conveyancer for major banks and lenders in the UK. We have 300+ UK-based employees handling thousands of conveyancing transactions daily. Our leadership comprises experienced solicitors who handle complex remortgage transactions.
We are committed to attracting, developing and retaining a diverse range of people across roles and specialisms. Our transparent, open-door culture supports growth as our business expands.
Role: Customer Case Assistant. You’ll guide customers through their remortgage journey, answering inbound calls, responding to messages, and handling online enquiries. You’ll deliver clear, reassuring, and efficient service to help customers feel confident and supported, in a high-volume, customer-focused environment. With intuitive online tools and automation, you’ll have what you need to deliver exceptional service.
The preferred contact method for customers is by phone, so the role is fast-paced and dynamic. Our planning team provides daily schedules to help balance workloads and maintain availability for customers.
This role offers an opportunity to grow in a supportive, people‑first culture with benefits designed around you.
Key responsibilities
* Be the first point of contact — listen actively, understand customer needs, and provide tailored guidance. Deliver quick, accurate solutions to help customers progress through their remortgage journey, aiming for their preferred completion dates.
* Own each interaction — resolve issues or escalate to specialist support as needed.
* Communicate clearly and empathetically across channels (phone, email, webchat, and portal).
* Support customers in vulnerable situations, applying sensitivity and signposting to specialist help when required.
* Identify opportunities to simplify or improve processes and champion the customer experience.
* Collaborate with colleagues and stakeholders to ensure seamless handovers and consistent service.
* Be adaptable to changing priorities and customer needs, maintaining professionalism and integrity in all interactions.
* Operate in a regulated environment, following company policies and procedures to ensure compliance with SRA and related frameworks. Uphold Treating Customers Fairly (TCF) at every stage of the journey.
Skills and experience
* Experience in a customer-focused role (in person or remote).
* Clear, confident communication across mediums with a high level of empathy and professionalism.
* Attention to detail and a strong customer focus.
* Ability to structure days effectively and work independently with the customer at the forefront.
* Adaptable to change, flexible to customer needs, and eager to learn.
* Positive, proactive attitude and willingness to go the extra mile.
Company values and culture
You’ll contribute to a values-driven environment that emphasizes collaboration, professionalism, and celebrating success. We offer a range of benefits and opportunities across the PEXA Group.
Compliance and data privacy
Post-offer employment checks apply. The personal data collected during recruitment may be shared within the PEXA Group as required for processing and compliance with UK GDPR and the Data Protection Act 2018. More details are available in our privacy notice.
We are an equal opportunity employer and value diversity at Optima Legal and PEXA Group.
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