Resales and Staircasing Team Support Specialist

Resales and Staircasing Team Support Specialist

Pay Rate: £16.44 PAYE / £20.79 Umbrella

Location: Hybrid working, Islington (Mandatory office day on Wednesdays)

Job Type: Temporary Contract from January 2026 - End of March 2026

Working Hours: Monday - Friday / 9am - 5pm

We are seeking a Team Support Specialist to join our Customer Experience team, focusing on Resales & Staircasing. This role is crucial for providing initial support and maintaining high standards of customer service. The ideal candidate will have experience in team support and office administration within a customer-focused organisation and be adept at managing multiple priorities in a fast-paced environment.

Day-to-day of the role:

• Serve as the first point of contact for all customer enquiries by telephone and email, particularly for those starting a resale or staircasing process.
• Manage team mailboxes, ensuring all emails, including instructions for resales or staircasing, are managed within service level agreements (SLAs).
• Respond to and manage telephone calls from internal and external stakeholders within SLAs.
• Maintain customer folders and sales trackers with the highest level of accuracy
• Complete regulatory reporting requirements on transaction completion.
• Assist the team with document creation, case updates, and completion document circulation.
• Update trackers and obtain necessary documents from internal/external teams to support resales instructions, such as leases and valuations.
• 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.
• Provide feedback on process improvements to team seniors and assist in implementing these improvements.

Required Skills & Qualifications:

• Proven experience in Customer Service
• Previous experience in property sales and/or Shared Ownership, Resales and Staircasing
• Excellent telephone manner and written communication skills.
• Highly skilled in data management systems.
• Proficient in IT, including Excel and Word.
• Well-organised with a proven track record in accuracy and an eye for detail.
• Experience of working in a fast-paced environment.
• Ability to create documents, reports, and files to meet short-term deadlines.

To apply for the Resales and Staircasing Team Support Specialist position, please submit your CV for consideration.