Staircasing & Income Officer

About the role

The Staircasing & Income Officer will manage a varied caseload of staircasing, remortgage and shared‑ownership transactions from instruction through to completion. You will act as the main point of contact for customers and key stakeholders, ensuring a smooth, efficient and professional service.

Key responsibilities

• Record and progress enquiries and leads promptly, taking ownership of your caseload.
• Work closely with customers, solicitors, valuers and mortgage advisors to guide them through leases, staircasing and resale processes.
• Review legal documentation for accuracy and process completion paperwork on the day of completion.
• Notify relevant teams promptly and maintain accurate CRM records in line with GDPR requirements.
• Support AML checks, ensure data quality and produce management information for performance monitoring.
• Provide administrative support to the wider team and flexible assistance to the Sales Team when required.
• Attend meetings, events and open days, and respond professionally to telephone, email and voicemail enquiries.
• Occasionally work evenings, weekends and travel within operating regions for team meetings.

Required profile

• GCSEs (or equivalent) including English and Maths.
• Experience in a customer‑focused or property‑related environment.
• Highly organised, able to manage own workload and meet deadlines in a fast‑paced setting.
• Strong communication, attention to detail and a proactive, target‑driven approach.
• Confidence using Microsoft Office and CRM systems.
• Beneficial: experience with shared ownership or leasehold property, knowledge of the property sales process, mortgage market and Homes England guidance.

Required skills

• Microsoft Office
• CRM systems