Resales & Staircasing Support Officer

4Recruitment Services; City Of London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A recruitment agency is seeking a Resales & Staircasing Support Officer for a housing association in Islington. This role is crucial within the Customer Experience team, acting as the first point of contact for customer enquiries via phone and email. The ideal candidate will possess strong customer service skills and data management experience, working in a fast-paced environment. Responsibilities include managing team mailboxes, ensuring accurate customer documentation, and supporting ongoing strategies for resales and staircasing. Hybrid working is permitted, with attendance on Wednesdays required.

Qualifications

• Experience in property sales and/or Shared Ownership preferred but not essential.
• Proven experience within a customer focused environment.
• Highly skilled in data management systems.
• Well organized individual with proven track record in accuracy.

Responsibilities

• First point of contact for all customer enquiries.
• Management of team mailboxes ensuring all emails are managed within SLA.
• Ensure positive relationships with internal and external colleagues.
• Assist team with document creation and updates on cases.

Skills

customer service

data management

communication skills

organizational skills

Excel

Word

Job description

Overview

4Recruitment Services are seeking a Resales & Staircasing Support Officer to work for a housing association based in Islington. The client will allow hybrid working and requires attendance on Wednesdays.

This role is key within our Customer Experience team, supporting the Resales & Staircasing team to respond to initial queries from customers in a clear, professional and customer friendly way. Ensure the customer database is updated with quality and accurate information. Provide general support to the team seniors. The Team Support function is paramount to ensuring customers first contact is of the highest standard, and to answer any pre instruction questions and to offer general advice and support. Being the first point of contact on the phone and managing two team mailboxes.

The Ideal candidate would have team support and office administration experience in a customer focused organisation. We are looking for someone used to working in a fast‑paced environment who can deal with multiple priorities to meet tight deadlines while delivering an excellent level of customer service to both internal and external customers.

Responsibilities

• First point of contact for all customer enquiries by telephone and email for customers wanting to start a resale or staircasing process.
• Management of team mailboxes ensuring all emails, including instructions for resales or staircasing are managed within SLA.
• Ensuring telephone calls from internal and external stakeholders are actively responded to and managed within SLA.
• Ensure customer folders and sales trackers are populated and updated to the highest level of accuracy.
• Completing regulatory reporting requirements on transaction completion (CORE).
• Assist team where required, e.g. with document creation, seeking updates/ progress on cases from stakeholders, circulating completion documents and updating tracker obtaining relevant documents from internal / external teams to support a resales instruction e.g. – leases, valuations, EWS1 certs.
• Highlight any inaccuracy on received documentation.
• Support the delivery of evolving resale and staircasing strategies through the use of technology.
• Ensure positive relationships with internal and external colleagues to support resales and staircasing matters.
• Actively feed back areas of improvements in process to team seniors and supporting team seniors to deliver process improvements.

Essential Requirements

• Experience in property sales and/or Shared Ownership preferred but not essential.
• Proven experience within a customer focused environment.
• Excellent telephone manner and written communication skills.
• Highly skilled in data management systems.
• Excellent IT skills including Excel and Word.
• Well organised individual with proven track record in accuracy and an eye for detail.
• Experience of working in a fast‑paced environment.
• Basic DBS.

Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.

To discuss this vacancy in further detail or any other vacancies, please contact our Team on (phone number removed) or email