Customer Support Assistant

Company Description

About iad UK
iad UK is the home for self-employed estate agents, offering them the autonomy, flexibility, and earning potential they need to thrive in today's dynamic market. With a customer-first approach, we aim to provide our agents with the best possible platform to deliver high-quality service to their clients. Our culture is supportive, innovative, and centred on growth and excellence.

Job Description

Role Overview
We are seeking an organised and detail-oriented Customer Support Assistant to join our team. This key role will support the onboarding process of new self-employed estate agents, ensuring compliance and assisting them as they embark on their journey with iad UK. Working closely within the established Customer Support department, you’ll be at the heart of helping new agents feel prepared and equipped for success.

Key Responsibilities

• Onboarding New Agents: Guide new agents through the onboarding process, ensuring all necessary compliance checks are completed, and documentation is in place. This includes coordinating with various teams to ensure new agents have the required contracts, access to training, and are introduced to essential resources.
• Administrative Support: Handle various administrative tasks, including documentation processing, scheduling of various tasks/activities, and ensuring agents are fully set up with access to required tools and resources such as CRM systems, marketing materials, and company platforms. Assist with maintaining databases and generating regular reports for management.
• Compliance: Maintain up-to-date records and ensure agents are compliant with industry regulations before starting and throughout their partnership. Stay updated on any changes in legislation & compliance laws whilst ensuring agents are briefed on best practices and obligations on a regular basis.
• Team Collaboration: Work alongside the Head of Customer Support and the wider department to ensure a smooth and efficient onboarding experience. Participate in regular team meetings to discuss onboarding strategies, agent feedback, and process improvements.
• Agent Support: Provide ongoing administrative support to agents as they settle into the business. This includes responding to inquiries, troubleshooting issues with systems or processes, and ensuring agents remain compliant and informed about any relevant updates or changes.

Qualifications

Skills & Qualifications

• Strong organisational skills with a high level of attention to detail, able to manage a variety of tasks under tight deadlines.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and CRM systems; experience with project management tools or onboarding platforms is advantageous.
• Proven experience in administration, preferably within an estate agency or customer support environment.
• Excellent communication skills, both written and verbal, with a customer-first attitude. Comfortable interacting with different stakeholders, from new agents to senior management.
• Familiarity with estate agency legislation and compliance is a plus.
• Diligent, proactive, and able to manage multiple tasks efficiently with minimal supervision. A problem-solver with a positive attitude.

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.

Career Progression
As the business grows, there is potential for career advancement within the department. The role offers a pathway for taking on more responsibility in areas such as compliance management, agent relations, finance or operations. Opportunities for professional development and internal training are available.

Our Culture
At iad UK, we believe in empowering our people. Whether it's our agents or our internal team, we promote a culture of support, autonomy, and collaboration. As a Customer Support Assistant, you’ll play a critical role in ensuring new agents feel welcomed and confident in starting their self-employed journey. Your diligence and attention to detail will help maintain the high standards of compliance and service that iad UK is known for. We encourage innovation and teamwork, offering a dynamic environment where your ideas and contributions will be valued.

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.

Click here to access our confidentiality policy.