Agent Support Assistant

iad; Cradle End; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

28 days annual leave

Employer pension contributions

Job summary

iadUK is hiring an Agent Support Assistant to join a small team in Little Hadham. This full-time role offers training 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 across the UK with day-to-day enquiries and system guidance, developing in a collaborative environment with supervision and training.

Qualifications

• Strong organisational and administrative skills.
• Clear written and verbal communication.
• Customer-focused approach with a positive attitude.
• Proficiency with Microsoft Office and ability to learn new systems.
• Experience using a CRM or other business management system.
• Previous administration or customer service experience is desirable.

Responsibilities

• Provide friendly, professional first-line support to agents by phone, email and other 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.
• Assist with onboarding, compliance documentation and related administration.

Skills

Organisational skills

Administrative skills

Written and verbal communication

Customer-focused mindset

Team collaboration

Tools

Microsoft Office

CRM systems

Job description

iadUK supports a nationwide network of self‑employed estate agents, providing them with the systems,servicesand practical guidance they need to build successful local businesses.

Our Agent Support Team playsan important rolein 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,administrationand 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, companysystemsand administrative processes. You will work alongside experienced colleagues who will provide training,guidanceand 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.Previousestate‑agency experience would be helpful but is not essential.

Key responsibilities

Agent support

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

Administration and systems

• Maintainaccurateinformation across our CRM and internal systems.
• Process documentation and update spreadsheets,reportsand internal records.
• Helpmonitorshared inboxes and coordinate incoming requests.
• Assistwith system access, useraccountsand routine platform enquiries.
• Support the team with testing and implementing system or process improvements.
• Identifyrecurring 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,checkandmaintainonboarding and compliance documentation.
• Coordinate training arrangements, systemaccessand other onboarding activities.
• Process information accurately andin accordance withcompany procedures.
• Refer compliance questions or exceptions to theappropriate teammember rather than making compliance decisions independently.

Qualifications

Skills and experience

• Strong organisational and administrative skills.
• Clear and confident written and verbal communication.
• A friendly,patientand customer-focused approach.
• Good attention to detail and a commitment toaccuratework.
• 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.
• Previousexperience in administration, customerserviceor a support role.
• Experience using a CRM or another business management system.
• Experience within estate agency,propertyor a network-based business.
• Full training will be provided, so we are particularly interested in your attitude, communicationskillsand ability to learn.
• Friendly,professionaland 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 joiniadUK?

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,systemsand property‑network operations, with scope to take onadditionalresponsibility as your experience and the business develop.

Benefits:28 days’ annual leave, including bank holidays, and employer pension contributionsin accordance withthe 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.