Agent Support Assistant

Company Description

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. 

Key responsibilities

• 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, guiding agents in using company systems and processes.
• Maintain accurate information across our CRM and internal systems, process documentation, and assist with system access and user accounts.