Resales & Staircasing Team Support

Resales & Staircasing Team Support

Rate of pay: £16.44 per hour
Location: Croydon (1 day per week)
Job Type: Temporary (until end of March 2026)We are seeking a Customer Journey Team Support to join a Customer Experience team. This role is crucial in supporting the Resales & Staircasing team to respond to initial queries from customers in a clear, professional, and customer-friendly manner. The ideal candidate will have experience in team support and office administration within a customer-focused organisation and be adept at working in a fast-paced environment.

Day-to-day of the role:

Act as the first point of contact for all customer enquiries by telephone and email, particularly for customers starting a resale or staircasing process.
Manage team mailboxes, ensuring all emails, including instructions for resales or staircasing, are managed within the Service Level Agreement (SLA).
Ensure telephone calls from internal and external stakeholders are actively responded to and managed within SLA.
Maintain customer folders and sales trackers with the highest level of accuracy.
Assist in completing regulatory reporting requirements on transaction completion.
Support document creation, seek updates on cases from stakeholders, circulate completion documents, and update trackers.
Obtain relevant documents from internal/external teams to support a resales instruction, such as leases, valuations, and EWS1 certificates.
Highlight any inaccuracies in received documentation.
Support the delivery of evolving resale and staircasing strategies through the use of technology.
Maintain positive relationships with internal and external colleagues to support resales and staircasing matters.
Actively provide feedback on areas of improvement in processes to team seniors and support them in delivering process improvements.Required Skills & Qualifications:

Experience in property sales and/or Shared Ownership (essential)
Proven experience within a customer-focused environment.
Excellent telephone manner and written communication skills.
Highly skilled in data management systems.
Proficient in IT, including Excel and Word.
Well-organised individual with a proven track record in accuracy and an eye for detail.
Experience of working in a fast-paced environment.
Able to create documents, reports, and files to short-term deadlines.
Eye for efficiency in the process and ability to feedback improved ways of working.To apply for the Resales & Staircasing Team Support position, please submit your CV detailing your relevant