Role OverviewWe 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.

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.