Customer Service Case Assistant

Customer Service Case Assistant

We are a specialist property law firm, part of the PEXA Group, and we are looking for a friendly, trusted voice to guide customers through their remortgage journey. In this high‑volume, customer‑focused role you will handle inbound calls, respond to messages, and resolve online enquiries, ensuring a smooth and stress‑free experience for our clients.

Key Accountabilities

• Act as the first point of contact, listening actively, understanding each customer’s needs, and providing tailored guidance.
• Take ownership of every interaction, seeing issues through to resolution or escalating when specialist support is needed.
• Communicate clearly and empathetically across all channels (phone, email, webchat, portal).
• Support customers in vulnerable situations, applying sensitivity and signposting to specialist help where 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.
• Adapt quickly to changing priorities and demonstrate flexibility in meeting evolving customer needs.
• Adhere to company policies, regulatory and SRA requirements, and uphold Treating Customers Fairly principles.

Skills and Experience

• Previous experience in a customer‑facing role, face‑to‑face or remote.
• Clear and confident communication across all mediums.
• Exceptional listening and problem‑solving skills, with an eye for detail and focus on quality.
• Comfortable working within structured schedules while maintaining independence and customer focus.
• Adaptable to change, flexible to customer needs, and a desire to learn.
• Positive, proactive attitude and willingness to go the extra mile.

Benefits

• Competitive base salary and annual bonus to reward performance.
• Hybrid working—flexible two days a week in the Leeds office.
• 25 days holiday plus bank holidays, increasing with service.
• Four paid wellness days per year.
• Modern workspace with open‑plan seating, coffee shop, and wellness facilities.
• Generous pension and health plan contributions.
• Career progression opportunities across the PEXA Group in the UK and Australia.
• Contributions toward healthcare, dental, and other personal benefits.
• One paid volunteering day per year.

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