Customer Service Case Assistant

Responsibilities

• 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.

• 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.