Customer Success Consultant - 12-months FTC
Zoopla is a leading UK property website and trusted consumer brand, empowering movers to make better property decisions with over nine million monthly users generating over one billion annual property searches.
Zoopla is more than a property portal. Over 5 million homeowners are subscribers, tracking their property values and providing a pipeline of movers for Zoopla’s customers (estate agents and housebuilders). The business is investing in leveraging its scale and reach to build new, AI-driven experiences that engage movers and unlock value and a strong return on investment for customers.
Our guiding behaviours define how we work together and what we expect from one another. These behaviours are to keep it simple, take ownership, make it better and win together. We strive for progress not perfection and have no doubt that we can achieve our ambitions if we focus on the right things, give it our all and do it together.
We are seeking a proactive, detail-oriented Customer Success Consultant to join our New Homes team on a 12 month FTC. This is a critical "hub" role where you will manage the lifecycle of our products - from initial booking and pro-rata billing to renewals and technical troubleshooting.
You will be the bridge between our sales team, finance, and technical departments, ensuring our home builders and clients receive a seamless service.
Key Responsibilities
- Product Lifecycle Management: Handle the end-to-end process for booking products, quotes, managing re-bookings, and overseeing product renewals.
- Billing & Financial Accuracy: Ensure accurate billing and lead the effective management and resolution of billing queries, maintaining financial integrity and client confidence.
- Contract Administration: Process contracts accurately and maintain up-to-date client records.
- Data & Insights: Generate and distribute "Buyer Insight" reports, pull results for various product lines, and provision of quote information.
- Project Coordination: Manage the administrative side of adding new developments and campaigns to our platforms.
- Cross-Functional Liaison: Act as the primary point of contact for technical queries, working closely with various internal teams to find swift resolutions.
Requirements & Experience
- Industry Experience: Previous experience working within the New Homes or Property sector is highly desirable.
- Support Background: Proven experience in a professional support or sales operations role.
- Technical Aptitude: Comfortable working with CRM systems and data; ability to explain technical issues to non-technical stakeholders.
- Numeracy: High level of comfort with figures, specifically for calculating pro-rata rates and checking invoices.
Core Competencies & Mindset
- Intellectual Curiosity: A natural desire to understand the "why" behind the data. You should be someone who digs deeper into reports to identify trends and asks the right questions to improve our service offering.
- Rigorous Quality Assurance: An inherent "check-and-verify" mindset. You will be responsible for ensuring that every detail - from pro-rata calculations to development listings - is 100% correct and in place before it reaches the customer.
- Customer-Centric Accuracy: A commitment to the customer experience, recognising that operational precision is the foundation of client trust and satisfaction.
Personal Attributes
- Proactive & Resourceful: You don’t just spot a problem; you bring a solution.
- "Can do" Attitude: You are happy to roll up your sleeves and help out wherever the team needs it most.
- Approachable: You build strong relationships easily and maintain a positive demeanour under pressure.
- Organised: You can juggle multiple tasks - from data reporting to billing queries - without losing track of the details.
Benefits
- 25 days annual leave + extra days for years of service
- Day off for volunteering & Digital detox day
- Festive Closure - business closed for period between Christmas and New Year
- Cycle to work and electric car schemes
- Free Calm App membership
- Enhanced Parental leave
- Fertility Treatment Financial Support
- Group Income Protection and private medical insurance
- Gym on-site in London
- 7.5% pension contribution by the company
- Discretionary annual bonus up to 10% of base salary