Agent Support Assistant

iadUK supports a nationwide network of self‑employed estate agents, providing them with the systems,service sand practical guidance they need to build successful local businesses.

Our Agent Support Team playsan important rolein the day-to-day experience of our agents, helping them navigate our systems and processes and ensuring their enquiries are handled efficiently and professionally.

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, companysystemsand 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

• Provide friendly and professional first‑line support to agents by telephone,emailand 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.

• Maintainaccurateinformation across our CRM and internal systems.
• Process documentation and update spreadsheets,reports and internal records.
• Helpmonitorshared inboxes and coordinate incoming requests.
• Assist with system access, useraccountsand 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.

• Provide administrative support during the onboarding of new agents.
• Help prepare,checkandmaintainonboarding and compliance documentation.
• Coordinate training arrangements, systemaccessand other onboarding activities.
• Process information accurately andin accordance with company procedures.
• Refer compliance questions or exceptions to the appropriate team member rather than making compliance decisions independently.

Skills and experience

• Strong organisational and administrative skills.
• Clear and confident written and verbal communication.
• A friendly,patient and customer-focused approach.
• Good attention to detail and a commitment toaccuratework.
• Confidence using Microsoft Office and learning new systems.
• The ability to organise and prioritise a varied workload.
• A practical approach to solving straightforward problems.
• A positive attitude and willingness to learn.
• Previous experience in administration, customerserviceor a support role.
• Experience using a CRM or another business management system.
• Experience with in estate agency,propertyor a network-based business.
• Full training will be provided, so we are particularly interested in your attitude, communicationskillsand ability to learn.
• Friendly,professional and approachable.
• Organised, dependable and conscientious.
• Calm and helpful when responding to questions or problems.
• Comfortable working as part of a small, collaborative team.
• Willing to ask questions and learn from more experienced colleagues.
• Adaptable and positive about changes to systems and processes.

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.

You will join a supportive and experienced team while gaining exposure to a wide range of business operations. The role offers an opportunity to build valuable skills in agent support, administration,system sand property‑network operations, with scope to take onadditionalresponsibility as your experience and the business develop.

Benefits:28 days’ annual leave, including bank holidays, and employer pension contribution sin accordance withthe company pension scheme.

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.