Resales & Staircasing Team Support

Resales & Staircasing Team Support

• Rate of pay: 16.44 per hour or 20.79 Umbrella
• Location: Islington (1 day per week)
• Job Type: Temporary (until end of March 2026)

We are seeking a Customer Journey Team Support to join a Customer Experience team. This role is crucial in supporting the Resales & Staircasing team to respond to initial queries from customers in a clear, professional, and customer-friendly manner. The ideal candidate will have experience in team support and office administration within a customer-focused organisation and be adept at working in a fast-paced environment.

Day-to-day of the role:

• Act as the first point of contact for all customer enquiries by telephone and email, particularly for customers starting a resale or staircasing process.
• Manage team mailboxes, ensuring all emails, including instructions for resales or staircasing, are managed within the Service Level Agreement (SLA).
• Ensure telephone calls from internal and external stakeholders are actively responded to and managed within SLA.
• Maintain customer folders and sales trackers with the highest level of accuracy.
• Assist in completing regulatory reporting requirements on transaction completion.
• Support document creation, seek updates on cases from stakeholders, circulate completion documents, and update trackers.
• Obtain relevant documents from internal/external teams to support a resales instruction, such as leases, valuations, and EWS1 certificates.
• Highlight any inaccuracies in received documentation.
• Support the delivery of evolving resale and staircasing strategies through the use of technology.
• Maintain positive relationships with internal and external colleagues to support resales and staircasing matters.
• Actively provide feedback on areas of improvement in processes to team seniors and support them in delivering process improvements.

Required Skills & Qualifications:

• Experience in property sales and/or Shared Ownership (essential)
• Proven experience within a customer-focused environment.
• Excellent telephone manner and written communication skills.
• Highly skilled in data management systems.
• Proficient in IT, including Excel and Word.
• Well-organised individual with a proven track record in accuracy and an eye for detail.
• Experience of working in a fast-paced environment.
• Able to create documents, reports, and files to short-term deadlines.
• Eye for efficiency in the process and ability to feedback improved ways of working.

To apply for the Resales & Staircasing Team Support position, please submit your CV detailing your relevant