Client Relationship Support

Who We Are

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.

We’re a growing, dynamic team that embraces innovation and isn’t afraid to push the boundaries. We’re only just starting our journey to redefine the digital property landscape, with much more to explore and achieve. Join us, and transform the way the nation makes home decisions.

About the Role

At Zoopla, we don’t just list properties; we power the ecosystem that helps people find their next home. 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.

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.

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 (at home) 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 - within easy reach of London Bridge, Tower Hill and Bermondsey stations. 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
• 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