Customer Care Specialist

3 weeks ago

Milton Keynes, United Kingdom Rightmove Full time

As the UK’s largest choice of properties for sale and to rent, our aim is to give everyone the belief they can make their move. To help us achieve this, we’re looking for a Customer Care Specialist to join our team.

Customer Care Specialist

The role

As a Customer Care Specialist, you will be part of a team genuinely enthusiastic about our customers, supporting them when they need help and showing them that we value them. Your role is to provide our customers with a friendly and professional service. You will be responsible for helping customers across multiple business units and will be the first point of contact, ready to answer any queries, handle admin tasks, and drive the digitalization of the customer journey. You will need to adapt your approach to service customers across various channels, including phone calls, emails, and social media. This includes handling inbound and outbound calls.

This is a high inbound, fast-paced team, and the ability to work through tasks efficiently is essential. You will work within a skilled, experienced team, meeting performance standards for quality, volume, and resolution, and collaborate with other specialist teams when necessary to get things done.

What you’ll be doing

 Working collaboratively within the team to provide a seamless service to internal and external customers through a variety of communication channels and within set standards and KPI’s. Being a Rightmove expert, on hand to answer a wide range of questions and offer training and support for both customers and consumers. Making changes to account details, products, and services as requested by customers and account managers. Helping customers with their immediate need, making first contact resolution a priority. Educate customers on our new self-service tool through inbound and outbound contact, adding value by highlighting benefits to drive digital adoption. Making a difference - being ready to step in and help the wider Customer Experience team when needed. Proactively and constructively contributing ideas and challenging team processes where potential improvements can be identified. Educating customers with a view to reducing repeat contact.

What you’ll bring to the role

Friendly and approachable, prioritizing the customer. Emotionally intelligent and empathetic, building strong rapport with customers. Effective communicator across various methods and audiences. Takes ownership of situations to ensure the best outcomes. Detail-oriented and accurate in following processes. Confident in saying no when necessary and offering alternative solutions for optimal outcomes. Adaptable with a growth mindset, responding well to change. Target-driven while prioritising customer interests. Adaptable, motivated, tenacious multi-tasker who thrives under pressure and meets targets. Self-aware, recognising strengths and areas for improvement, and willing to seek support. Open to receiving and providing constructive feedback and coaching. Works closely with stakeholders to foster strong relationships and communication. Confident in outbound customer interactions to introduce new tools and add value.

About Rightmove 

Our vision is to give everyone the belief they can make their move. We aim to make moving simpler, by giving everyone the best place to turn to and return to for access to the tools, expertise, trust and belief to make it happen.

We're home to the UK's largest choice of properties, and are the go-to destination for millions of people planning their next move, reading the latest industry news, or just browsing what's on the market.

Despite this growth, we’ve remained a friendly, supportive place to work, with employee #1 still working here We’ve done this by placing the Rightmove Hows at the heart of everything we do. These are the essential values that reflect our culture, and include:

Be approachable and appreciate what others do Make complex things as simple as possible Build great teams, because Rightmove is people Drive improvement, we can always be better Share early, honestly and often

We believe in careers that open doors, and help our team develop by providing an open and inclusive work environment, offering ongoing training opportunities, and supporting charity fundraising events. And with 88% of Rightmovers saying we’re a great place to work, we’re clearly doing something right

If all this has caught your eye, you may well be a Rightmover in the making...

What we offer

People are the foundation of Rightmove - We’ll help you build a career on it.

Cash plan for dental, optical and physio treatments Private Medical Insurance, Pension and Life Insurance, Employee Assistance Plan 27 days holiday plus two (paid) volunteering days a year to give back, and holiday buy schemes Hybrid working pattern with 2 days in office  Contributory stakeholder pension Life assurance at 4x your basic salary to a spouse, family member or other nominated person in your life Competitive compensation package  Paid leave for maternity, paternity, adoption & fertility Travel Loans, Bike to Work scheme, Rental Deposit Loan  Charitable contributions through Payroll Giving and donation matching  Access deals and discounts on things like travel, electronics, fashion, gym memberships, cinema discounts and more

As an Equal Opportunity Employer, Rightmove will never discriminate on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity, or sexual orientation.

At Rightmove, we believe that a diverse and inclusive workforce leads to better innovation, productivity, and overall success. We are committed to creating a welcoming and inclusive environment for all employees, regardless of their background or identity, to develop and promote a diverse culture that reflects the communities we serve.

Ultimately, we care much more about the person you are, and how you think and approach things, than a list of qualifications and buzzwords on a CV. Even if you can’t say ‘yes’ to all the above, but are smart, self-motivated and passionate about this role, then get in touch.

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