Job Description

We follow a hybrid working style, with three days per week spent in our Tower Bridge office.

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.

As a Client Relationship Support, you are the bridge between our market leading product suite and the agents who rely on them. You won’t just be managing accounts; you’ll be acting as a trusted advisor. Using a blend of data driven insights and human empathy, you will ensure our partners maximise the value of their membership, optimise their digital presence, and stay loyal to the Zoopla brand.

This role is an incredible entry point for a motivated professional looking to break into the PropTech industry. Working with a household name like Zoopla, you will gain unparalleled exposure to the intersection of real estate and technology. This position is designed for growth; for the right candidate, it serves as a high impact launchpad with the potential to progress into wider Account Management and strategic commercial roles within the business.

We want to make Zoopla more welcoming, fair and representative every day. We’ll consider everyone who applies for this role in the same way, regardless of your ethnicity, colour, national origin, religion, sexual orientation, gender, gender identity, age, physical disability, neurodiversity status, family or parental status, or how long you’ve spent unemployed. We’re reimagining the property industry for everyone, so we want our team to represent people from all walks of life. We actively welcome your application if your demographics or background are underrepresented in the technology or property sectors.

Key Responsibilities

• Relationship Management: Develop deep, long-term relationships with your account base to promote brand loyalty and high retention rates.
• Insightful Communication: Use various technologies to provide rich, digestible insights on portfolio performance.
• Churn & Escalation Management: Proactively manage the cancellation process, tackling objections and resolving escalations or complaints with a calm, solution oriented approach.
• Value Realisation: Conduct regular reviews to ensure clients are fully utilising the Zoopla product suite and getting a clear return on their investment.
• Data Analysis: Dive into product usage and performance data to identify trends, improve service offerings, and provide actionable advice to customers.
• Voice of the Client: Collaborate closely with the wider Sales and Product teams to champion your clients’ needs and help shape the future of our customer experience.
• Optimised Adoption: Provide 1:1 guidance and best practice advice to help customers master our tools and integrate them into their daily workflows.

Requirements & Experience

• Technical Aptitude: You are comfortable navigating CRM systems (e.g., Salesforce) and are proficient at interpreting data sets.
• Expert Communicator: You possess exceptional written and verbal skills, with the ability to explain complex data in a simple, compelling way.
• Industry Passion: You have relevant experience or a genuine interest in PropTech, real estate, property marketing, or online advertising.
• Proactive Problem Solver: You identify client needs and potential blockers before they become issues, moving quickly to resolve them.
• Empathy & Curiosity: You have a natural ability to step into the client's shoes and a desire to understand the "why" behind their challenges.

Core Competencies & Mindset

• Intellectual Curiosity: You don’t just look at a report; you dig deeper to find the story behind the numbers.
• Rigorous Quality Assurance: You have a "check and verify" mindset. You take pride in ensuring every detail is 100% accurate before it reaches the client.
• Customer Centric Accuracy: You understand that operational precision is the foundation of trust. If the data is wrong, the relationship suffers, you ensure it’s always right.

Personal Attributes

• Proactive & Resourceful: You bring solutions, not just problems, to the table.
• "Can-Do" Attitude: You’re happy to roll up your sleeves and support the wider team whenever needed.
• Approachable: You build rapport effortlessly and stay positive, even when under pressure or dealing with difficult conversations.
• Highly Organised: You can juggle multiple tasks from data reporting to billing queries, without losing track of the details.

Benefits

• Our hybrid setup means you’ll join us in the Tower Bridge office 3 days each week
• 25 days annual leave + additional leave benefits Including extra days for length of service, plus other leave perks
• 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