Customer Service Case Assistant

PEXA

Customer Service Case Assistant at Optima Legal guiding customers through their remortgage journey. Delivering clear and efficient service in a high-volume, customer-focused environment.

Posted 5/29/2026full-timeLeeds • 🇬🇧 United KingdomMid-LevelSenior💰 £25,000 - £26,750 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Comp & perks

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!

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

active listeningclear communicationempathyproblem-solvingcustomer focusattention to detailadaptabilityflexibilityproactive attitudecollaboration