At a Glance
- Tasks: Help customers succeed with tailored advice and build strong relationships.
- Company: Join Zoopla, a leading UK property brand loved by millions.
- Benefits: Enjoy hybrid working, 25 days leave, and wellness perks.
- Other info: Dynamic office environment with great food spots and social areas.
- Why this job: Be a customer champion and make a real impact in the property market.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 35000 - 45000 £ per year.
Who We Are
Zoopla is one of the UK’s most instantly recognisable property brands. 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. We’re a growing, dynamic team that embraces innovation and isn’t afraid to push the boundaries.
What You'll Do
As a Customer Success Consultant, you will be responsible for the creation and delivery of personalised, bespoke best-practice guidance and advice, and for developing meaningful relationships with a broad customer base. You are customer-obsessed, data-driven, and possess the ultimate "cheerleader" energy for your accounts.
The purpose of our Customer Success team is to ensure our customers realise more value from their Zoopla membership. In this role, you are an advocate for providing the best possible customer outcomes through the delivery of engaging, meaningful, and value-added content to our customer base of real estate agents.
- Account Advocacy & Relationship Management
- Be a Cheerleader for Your Accounts: Develop deep customer relationships that promote long-term retention and loyalty.
- Customer Obsessed: Translate customer feedback into actionable insights.
- Cross-Functional Collaboration: Partner with Sales Account Management and Customer Support teams.
- Voice of the Customer: Represent our users internally to aid with the development and improvement of Zoopla products.
- Data & Insight Delivery
- Storytelling with Data: Analyse data to uncover trends.
- Market Expertise: Keep an eye on the industry news.
- Performance Tracking: Connect with customers through a variety of technology.
- Health Scores: Collaborate with internal teams to understand, track, and improve customer health scores.
- Training & Engagement
- Bespoke Guidance: Offer tailored, 1:1 guidance and best-practice advice.
- Present & Run Sessions: Confidently attend customer-facing meetings and deliver presentations.
- Business Reviews: Support regular business reviews and QBRs.
- Administration & Hygiene
- Salesforce Diligence: Maintain impeccable data hygiene.
About You (Key Attributes)
- Curious: You have a burning desire to understand how things work.
- Self-starter: Someone who can plan short and longer term objectives.
- Empathetic & Communicative: You possess strong communication and empathy skills.
- Organised: A master juggler who can manage multiple clients and deadlines.
- Confident & Passionate: You bring high energy and are deeply passionate about driving outcomes.
- Problem Solver: Understand that our customers may not know what can be improved.
Requirements
- Mindset: A proactive self-starter driven to achieve tangible outcomes for customers.
- Tech Savvy: Confident using technology and comfortable explaining its impact.
- Communication: Exceptional written and verbal communication skills.
- Skills: Strong problem-solving, relationship-building, data analysis, and project management capabilities.
Where you’ll be
At Zoopla, we embrace hybrid working but emphasise the importance of also spending time together. You’ll have the opportunity to work remotely for two days per week with Mondays and Thursdays as all-Zoopla days in the office together plus a third day in-office day of your choosing.
Our home in Tower Bridge is a buzzing hub for collaborative and individual working, with areas to socialise and exercise. On our doorstep there are plenty of great food spots including a new indoor street food market and landscaped areas to sit by the riverside.
Our hybrid setup means you’ll join us in the Tower Bridge office 3 days each week.
Benefits include:
- 25 days annual leave + additional leave benefits.
- 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.
Customer Success Consultant employer: Zoopla
At Zoopla, we pride ourselves on being an exceptional employer that champions innovation and collaboration in the heart of London. Our vibrant work culture fosters personal growth and development, offering employees tailored training opportunities and a supportive environment to thrive. With a hybrid working model, generous leave benefits, and a range of wellness initiatives, including on-site gym facilities and enhanced parental support, we ensure our team members feel valued and empowered to make a meaningful impact in the property industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Consultant
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zoopla. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Zoopla before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Consultant
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Zoopla:Your cover letter is your chance to shine! Tell us why you want to work at Zoopla specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Zoopla!
How to prepare for a job interview at Zoopla
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
