Agent Support Assistant

iad Group; Bishop's Stortford; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

28 days’ annual leave

Employer pension contributions

Job summary

iad UK, a nationwide network of self-employed estate agents, is recruiting an Agent Support Assistant to join the three-person Agent Support Team. This junior role offers development in customer support, administration and business operations within a growing property network.

As part of the first-line support team, you will assist self-employed agents UK-wide with day-to-day enquiries, system navigation and administrative processes, with training provided by experienced colleagues.

Qualifications

• Essential: Strong organisational and administrative skills.
• Essential: Clear and confident written and verbal communication.
• Essential: Friendly, patient and customer-focused approach.
• Essential: Good attention to detail and a commitment to accurate work.
• Essential: Confidence using Microsoft Office and learning new systems.
• Essential: Ability to organise and prioritise a varied workload.
• Essential: Practical approach to solving straightforward problems.
• Desirable: Experience using a CRM or another business management system.

Responsibilities

• Provide friendly and professional first-line support to agents by telephone, email and other agreed channels.
• Record enquiries accurately and ensure they are followed through to resolution.
• Guide agents in using company systems, processes and business platforms.
• Maintain accurate information across our CRM and internal systems.
• Process documentation and update spreadsheets, reports and internal records.
• Assist with system access, user accounts and routine platform enquiries.
• Support onboarding and compliance administration processes.
• Identify recurring questions or issues to improve agent guidance and processes.

Skills

Organisation skills

Verbal & written comms

Customer-focused

Attention to detail

MS Office

Workload management

Problem solving

Willingness to learn

Tools

CRM system

Job description

iad UK supports a nationwide network of self-employed estate agents, providing them with the systems, services and practical guidance they need to build successful local businesses.

Our Agent Support Team plays an important role in the day-to-day experience of our agents, helping them navigate our systems and processes and ensuring their enquiries are handled efficiently and professionally.

About iad UK

iad UK supports a nationwide network of self-employed estate agents, providing them with the systems, services and practical guidance they need to build successful local businesses.

Our Agent Support Team plays an important role in the day-to-day experience of our agents, helping them navigate our systems and processes and ensuring their enquiries are handled efficiently and professionally.

Job Description

The role

We are looking for an Agent Support Assistant to join our three-person Agent Support Team. This is a junior role offering the opportunity to develop experience in customer support, administration and business operations within a growing property network.

As part of the first-line support team, you will help self-employed agents across the UK with day-to-day enquiries, company systems and administrative processes. You will work alongside experienced colleagues who will provide training, guidance and support as you develop in the role.

This opportunity would suit someone who is organised, confident communicating by telephone and email, and motivated to provide an excellent service. Previous estate-agency experience would be helpful but is not essential.

Key responsibilities

Agent support

• Provide friendly and professional first-line support to agents by telephone, email and other agreed communication channels.
• Respond to routine operational enquiries and help resolve day-to-day issues.
• Guide agents in using company systems, processes and business platforms.
• Record enquiries accurately and ensure they are followed through to resolution.
• Escalate more complex queries to the appropriate colleague while keeping the agent informed.
• Build positive working relationships with agents by providing a responsive and reliable service.

Administration and systems

• Maintain accurate information across our CRM and internal systems.
• Process documentation and update spreadsheets, reports and internal records.
• Help monitor shared inboxes and coordinate incoming requests.
• Assist with system access, user accounts and routine platform enquiries.
• Support the team with testing and implementing system or process improvements.
• Identify recurring questions or issues that could help improve agent guidance and internal processes.

Onboarding and compliance administration

• Provide administrative support during the onboarding of new agents.
• Help prepare, check and maintain onboarding and compliance documentation.
• Coordinate training arrangements, system access and other onboarding activities.
• Process information accurately and in accordance with company procedures.
• Refer compliance questions or exceptions to the appropriate team member rather than making compliance decisions independently.

Qualifications

Skills and experience

Essential

• Strong organisational and administrative skills.
• Clear and confident written and verbal communication.
• A friendly, patient and customer-focused approach.
• Good attention to detail and a commitment to accurate work.
• Confidence using Microsoft Office and learning new systems.
• The ability to organise and prioritise a varied workload.
• A practical approach to solving straightforward problems.
• A positive attitude and willingness to learn.

Desirable

• Previous experience in administration, customer service or a support role.
• Experience using a CRM or another business management system.
• Experience within estate agency, property or a network-based business.

Full training will be provided, so we are particularly interested in your attitude, communication skills and ability to learn.

Personal qualities

• Friendly, professional and approachable.
• Organised, dependable and conscientious.
• Calm and helpful when responding to questions or problems.
• Comfortable working as part of a small, collaborative team.
• Willing to ask questions and learn from more experienced colleagues.
• Adaptable and positive about changes to systems and processes.

Additional Information

Work Environment

This is a full-time role based in our headquarters in Little Hadham. The position follows a 9am to 5pm schedule, Monday to Friday, with occasional flexibility required to accommodate new agent schedules or training sessions.

Why join iad UK?

You will join a supportive and experienced team while gaining exposure to a wide range of business operations. The role offers an opportunity to build valuable skills in agent support, administration, systems and property-network operations, with scope to take on additional responsibility as your experience and the business develop.

Benefits: 28 days’ annual leave, including bank holidays, and employer pension contributions in accordance with the company pension scheme.

iad is an equal opportunity employer. We are committed to providing a fair opportunity to all qualified applicants, regardless of race, gender, religion, sexual orientation or any other characteristic protected by law.