Customer Relationship Lead, Rightmove

• The Rightmove Data Services team is looking for someone with customer operational experience to join us at an exciting time of growth
• Is a confident and engaging communicator with excellent written and verbal communication
• Has strong questioning and listening skills, to build rapport and fully understand the customer’s queries
• Has the ability to manage customer expectations and deliver excellent service
• Has a high degree of emotional intelligence with the ability to stay cool under pressure
• Is able to investigate, complete analysis, evaluate, and problem-solve
• Time management skills with the ability to reprioritise tasks to meet ever changing business needs
• Is a self-starter who is willing to take on new tasks with minimal supervision to drive process improvement and efficiency within Data Services

Desirable

• You will be working closely with the Customer Experience Manager, your Commercial, Product Development and Statistics colleagues in Data Services as well as the wider Customer Experience team
• You will be responsible for providing troubleshooting assistance via email and phone, whilst considering ways in which the customer experience for existing and potential customers could be improved
• Develop and maintain a deep understanding of our processes and of the service we offer, in order to effectively and efficiently handle a wide range of customer enquiries
• Consistently create an instant positive impact and build great rapport with our customers
• Treat customers as people not numbers, metrics or problems. Empathise, address issues and questions, help reach rapid resolutions, and make every interaction easy, memorable and valued
• Provide day-to-day frontline phone and email support: troubleshoot, diagnose and resolve enquiries; working where necessary with the development team and any other colleagues
• Take end-to-end ownership over issues and manage customer expectations, providing education, training and advice whilst ensuring issues are resolved effectively
• Responsibility for the setup and onboarding of all new customers, and working with existing customers and ensuring their continued satisfaction
• Accurately record and update customer information, across multiple internal systems
• Meeting with multiple internal stakeholders in order to improve how we serve and help our customers
• Challenge ideas and theories to ensure we deliver the best possible service to our customers
• Proactively and constructively, raise issues and contribute ideas and customer feedback around how the Team can work more effectively
• Process all leads and liaise with the Commercial team when necessary
• Producing and sending customer data – on a weekly, monthly and ad-hoc basis
• Working closely with teams across Rightmove to keep them up to date on our products/services
• Drive improvement in our internal and external processes