Case Administrator

Hi, we’re Optima Legal, part of the PEXA Group.

We know you’ll Google us before applying, so let’s keep this brief. At Optima Legal, we are a specialist property law firm, with an Alternative Business Structure (ABS) status. We are 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.

About the role

The Case Administrator is responsible for managing the full lifecycle of customer support cases/tickets from initial intake through resolution. This includes triaging new cases, assigning to appropriate teams/individuals, tracking progress, escalating high priority issues, and ensuring cases are resolved in a timely manner according to service level agreements. The role requires excellent communication skills to liaise between customers and internal teams.

What you\’ll be doing

• Monitor incoming case queues and triage new cases based on priority, issue type, and complexity
• Assign cases to appropriate support teams/personnel for investigation and resolution
• Track case status and follow up with owners to ensure cases are progressing
• Identify and escalate high priority/high impact cases to management
• Communicate case updates and resolutions back to customers clearly and promptly
• Analyze case data to identify recurring issues and areas for improvement
• Maintain case management system data integrity and ensure cases are properly categorized
• Assist with training and knowledge sharing for case processes

What you’ll bring to the table

• 2+ years of experience in a case management, technical support or customer service role
• Strong problem-solving and analytical abilities
• Excellent written and verbal communication skills
• Ability to multi-task and work under pressure in a fast-paced environment
• High attention to detail and organizational skills
• Proficiency with case management tools and ticketing systems
• Understanding of PEXA products/services and industry knowledge (preferred)

Sounds like you?

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

GDPR Compliance

Digital Completion UK Limited (PEXA) and Optima Legal Services Limited (\”Optima Legal\”) (collectively as \”we\”, \”us\”, or \”our\”, as applicable) are \”Joint controllers” in relation to your personal data. Our privacy notice outlines how and why your personal data will be used and for how long it will be retained by us. It also provides you with certain other information that must be provided under the UK General Data Protection Regulation (UK GDPR). By applying for this role, you consent to us processing your personal data in accordance with our joint privacy notice https://pexa.co.uk/applicant-policy/

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