At a Glance
- Tasks: Guide customers through their remortgage journey with friendly and efficient service.
- Company: Join Optima Legal, a leading property law firm with a supportive culture.
- Benefits: Enjoy competitive salary, hybrid working, wellness days, and career progression.
- Other info: Dynamic environment with opportunities for personal and professional growth.
- Why this job: Make a real difference in customers' lives while developing your skills.
- Qualifications: Previous customer service experience and excellent communication skills required.
The predicted salary is between 20000 - 26000 £ per year.
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 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.
Role Summary
As a Customer Service 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.
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 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.
Benefits
- Competitive base salary, plus an annual bonus to reward your performance.
- Hybrid working – 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.
- 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.
- Generous contributions towards healthcare, dental and more.
- 1 paid volunteering day each year.
- A collaborative, supportive culture where we work together and celebrate success.
- Lots more.
£25,000 - £26,750 a year
Sounds like you?
We at Optima Legal are ready so if this role sounds like you apply today.
GDPR Compliance
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 https://pexa.co.uk/applicant-policy/.
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 subsidiaries: United Legal 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 140 677 792; ASX: PXA) (referred to collectively as “PEXA Group”).
When we process your 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 another company within the PEXA 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.
Customer Service Case Assistant in Leeds employer: PEXA Group Limited
At Optima Legal, we foster a vibrant and inclusive work culture that prioritises employee well-being and professional growth. With competitive salaries, hybrid working options, and generous benefits including wellness days and career progression opportunities, our Leeds office is an ideal environment for those passionate about delivering exceptional customer service while enjoying a supportive team atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Case Assistant in Leeds
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Optima Legal. Understand their values, culture, and what makes them tick. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Customer Service Case Assistant, you'll need to be clear and empathetic. Try role-playing common customer scenarios with a friend or family member to build your confidence and refine your approach.
✨Tip Number 3
Show off your adaptability! In a fast-paced environment like Optima Legal, things can change quickly. Be ready to share examples of how you've successfully handled unexpected situations in the past during your interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and keen to join the Optima Legal family. We can’t wait to see your application!
We think you need these skills to ace Customer Service Case Assistant in Leeds
Some tips for your application 🫡
Do Your Research:Before you hit that apply button, take a moment to learn about Optima Legal. Understanding our values and what we do will help you tailor your application and show us you're genuinely interested in joining our team.
Tailor Your CV and Cover Letter:Make sure your CV and cover letter reflect the skills and experiences that match the Customer Service Case Assistant role. Highlight your customer service experience and any relevant skills that align with our needs – we love seeing how you can fit into our culture!
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point while showcasing your personality and enthusiasm for the role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re proactive and ready to take the next step in your career!
How to prepare for a job interview at PEXA Group Limited
✨Know the Company Inside Out
Before your interview, take some time to research Optima Legal. Understand their values, services, and what makes them a leader in property law. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Communication Skills
As a Customer Service Case Assistant, communication is key. Prepare examples of how you've successfully handled customer interactions in the past. Be ready to demonstrate your ability to communicate clearly and empathetically, as this is crucial for guiding customers through their remortgage journey.
✨Emphasise Your Adaptability
The role requires flexibility and the ability to adapt to changing priorities. Think of instances where you've successfully navigated unexpected challenges or changes in a work environment. Highlighting your adaptability will reassure the interviewers that you're ready for the fast-paced nature of the job.
✨Prepare Questions to Ask
Interviews are a two-way street! Prepare thoughtful questions about the team culture, training opportunities, and how success is measured in the role. This shows that you're not just interested in the job, but also in how you can grow within the company.
