Company Overview

Optima Legal, part of the PEXA Group, is a specialist property law firm with Alternative Business Structure status. We support remortgage transactions for major UK banks and lenders and employ over 300 UK‑based staff.

About the Role

As a Customer Service Case Assistant you will be the friendly, trusted voice guiding customers through their remortgage journey. Your focus will be on delivering clear, reassuring and efficient service via phone, email, webchat and portal, in a high‑volume customer‑focused environment supported by online tools and automation.

Key Accountabilities

• Be the first point of contact – listen actively and understand each customer’s needs, providing tailored guidance and quick, accurate solutions.
• Take ownership of every interaction – see issues through to resolution or escalates appropriately.
• Communicate clearly and empathetically across all channels.
• Support c...