Customer Activation Executive

London
Permanent
Full-time

2 hours ago

Job Description:Zoopla is one of the UK's most instantly recognisable property brands. In fact, we're known and loved by over 91% of the nation (and we're working hard on the other 9%). Our mission is to help the nation make better home decisions - by connecting everyone to their home and giving them personalised insights to help with moving, managing or financing. Over 50 million people visit Zoopla every month to access exclusive data and information on every UK property, search over 500,000 homes for sale and rent, find the best agents and secure the latest mortgage deals.Our customer's onboarding journey is one of the most important times in their relationship with Zoopla. Ensuring our customers are quickly, effectively and seamlessly set up ensures our customers build and remain confident in Zoopla's ability to support their business.Our Onboarding & Activations team not only set up the tooling and services customers have purchased, but are responsible for ensuring this journey is efficient and meaningful to our customers.As an Customer Activation Executive, you will work closely with the Zoopla Member Services and Customer Success teams, to not only set up customers but to improve the set up process, gaining experience and exposure to process improvement, including automated communications, platforms and tooling, as well as experience developing communications templates and improving collaboration between departments.Key responsibilities

Set up and onboarding of customers to Zoopla's range of products, including:

Zoopla portal memberships
Zoopla CRM products
Websites,
Additional products and services, including but not limited to ZVT and Area Sponsorship
Work with your counterparts and management to continuously improve the onboarding experience through automations, improved communications and better processes
Manage customer expectations throughout their onboarding experience
Prepare and lead remote meetings to connect with customers and internal stakeholders
Respond to customer queries and offer support to customers as they onboard
Provide exceptional customer service at every opportunity
Handle complaints and offer solutions to see through to a successful resolution
Ability to look ahead to spot any potentially blockers and proactively remove/resolve before they become an issue, or escalate to management accordingly

Requirements:

Customer service or support skills, with proven experience in customer service
Excellent personal organisation skills and able to work under own initiative
Ability to generate and follow a detailed project through to completion
Foresight to spot potential future issues and blockers
Ability to understand issues and solve problems in a timely manner
Good overall IT knowledge including Google Suite
Excellent time management with the ability to work under pressure and meet deadlines
Excellent written and spoken communication skills
An appetite for continuous improvement and passion for challenging the status quo
Problem solving and opportunity identification (a drive to make things better!)

Desirable experience

Experience in residential sales, lettings or property management
Copy writing / communication template writing
Familiarity with CRMs such as Salesforce CRM and Zendesk
Experience and understanding of Zoopla products

Benefits:

Everyday Flex - greater flexibility over where and when you work
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 - or membership in regional offices
7.5% pension contribution by the company
Discretionary annual bonus up to 10% of base salary

Zoopla

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