Resales & Staircasing Support Officer

Position: Resales & Staircasing Support Officer (Contract)
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Recruitment Services are seeking a Resales & Staircasing Support Officer to work for a housing association based in Islington.

The client will allow hybrid working and has the requirement that the candidate must attend the office on Wednesdays.

This role is key within our Customer Experience team, supporting the Resales & Staircasing team to respond to initial queries from customers in a clear, professional and customer friendly way. Ensure the customer database is updated with quality and accurate information. Provide general support to the team seniors. The Team Support function is paramount to ensuring customers first contact is of the highest standard, and to answer any pre instruction questions and to offer general advice and support.

Being the first point of contact on the phone and managing two team mailboxes.

The Ideal candidate would have team support and office administration experience in a customer focused organisation. We are looking for someone used to working in a fast-paced environment who can deal with multiple priorities to meet tight deadlines while delivering and excellent level of customer service to both internal and external customers. We

DUTIES AND

RESPONSIBILITIES INCLUDE:

First point of contact for all customer enquiries by telephone and email for customer wanting to start a resale or staircasing process.
Management of team mailboxes ensuring all emails, including instructions for resales or staircasing are managed within SLA
Ensuring telephone calls from internal and external stakeholders are actively responded to and managed within SLA
Ensure customer folders and sales trackers are populated and updated to the highest level of accuracy.
Completing regulatory reporting requirements on transaction completion (CORE)
Assist team where required, i.e. with document creation, seeking updates/ progress on cases from stakeholders, circulating completion documents and updating tracker obtaining relevant documents from internal / external teams to support a resales instruction e.g.

- leases, valuations, EWS1 certs
Highlight any inaccuracy on received documentation
Support the delivery of evolving resale and staircasing strategies through the use of technology
Ensure positive relationships with internal and external colleagues to support resales and staircasing matters.
Actively feeding back areas of improvements in process to team seniors and supporting team seniors to deliver process improvements
ESSENTIAL REQUIREMENTS INCLUDE:

Experience in property sales and/or Shared Ownership preferred but not essential
Proven experience within a customer focused environment
Excellent telephone manner and written communication skills
Highly skilled in data management systems
Excellent IT skills including Excel and Word
Well organised individual with proven track record in accuracy and an eye for detail

Experience of working in a fast-paced environment
Basic DBS
Recruitment is done in line with safe recruitment practices. 4

Recruitment Services is an equal opportunities employer.

To discuss this vacancy in further detail or any other vacancies, please contact our Team on (phone number removed) or email