Customer Onboarding Coordinator

Zoopla is the UK's most comprehensive property portal and is a much loved brand, with over 55 million visits each month and 94% brand awareness in the UK. At Zoopla we are guided by a set of six behaviours that sit at the heart of our business and reflect the qualities found in every single one of our team members. Our unique culture, combined with our outstanding office and industry-leading benefits, help give team members everything they need to succeed in our ambition to re-imagine the property industry for all.

Our mission is to become the UK's premier property destination for buyers, renters, agents and landlords. Combining unrivalled data and industry insight with a customer-centric approach, we want to empower everyone to make smart property decisions.

Our software portfolio is impressive. Across our four products (Alto,Jupix,CFPwinMAN,VebraLive) we have 41% market share, and we serve nearly 50,000 users in over 9000 branches from over 5000 customers across the country. We have an enviable, nearly double digit growth rate.The Onboarding Projects Coordinator is responsible for ensuring that Zoopla customers have an excellent experience and smooth implementation/transition to Zoopla's portfolio of products, including:

• ZooplaPro portal memberships including feed activation and account set ups
• Software,
• Websites, and
• Additional products and services, including but not limited to ZVT, Area Sponsorship etc.

Key responsibilities

• Manage multiple client implementations at different stages of the project process
• Ability to control and manage customer expectations throughout the implementation
• Maintain and coordinate installation and training resource schedules as required
• Prepare and lead remote meetings to project plan implementations
• Provide all relevant installation information to installation staff
• Project planning and risk analysis with recommendations to ensure projects are delivered on time
• 1st point of contact and support to customers, sub teams and Project Lead
• Provide exceptional customer service at every opportunity
• Handle complaints and offer solutions to see through to a successful resolution
• Check on progress of issues; keep the team and customer informed at all times
• Escalate team and service issues to the 2nd Level Senior Support Analyst where necessary, to ensure the team provides the highest level of customer service
• Use available opportunities to promote Group products and services to new clients

Essential skills

• Experience in coordinating multiple projects in a customer-facing environment
• Excellent personal organisation skills and able to work under own initiative
• Ability to generate and follow a detailed project through to completion
• Ability to understand issues and solve problems in a timely manner
• Bright and friendly with a positive can do attitude
• Excellent customer service skills and experience
• Good overall IT knowledge including Windows operating systems and Microsoft Excel and Word products...... click apply for full job details