Customer Care Specialist - Technical Care 

Location: Milton Keynes (Hybrid working, 2 days per week in the office. Tues/Weds)

Reporting to: Customer Experience Team Leader

The role

As a customer care specialist in the technical team you will be part of a team who are genuinely enthusiastic about our customers and supporting them with any technical issues that they may have. Our customers are at the heart of everything we do, which means that we want to make things easy and right for them first time, every time. Sometimes things don’t go to plan or aren’t as a customer may expect and you will be the first point of contact when they are having a problem. 

You will be on hand to provide technical troubleshooting and get to the bottom of the problem. You'll diagnose errors and faults within our systems and work towards resolving issues through phone, email, live chat and social media channels. This role is ideal for someone with experience in customer service, technical support, helpdesk, SaaS support or troubleshooting who enjoys solving problems and helping customers. 

What you’ll be doing 

• Working efficiently 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. 
• Helping customers and consumers who have a problem get the quick, easy resolution they need. Troubleshooting issues to get to the root cause, fixing them where we can and working with other specialist teams when needed. 
• Can deliver first-class customer service. Solution driven, able to adapt service approach to tailor to the customers’ needs. 
• Developing and maintaining a deep understanding of Rightmove’s systems, products and processes in order to handle a wide range of technical queries. 
• Managing customer expectations, providing education and advice whilst ensuring queries are resolved in a timely manner with a view to reducing repeat contact. 
• Bridging the gap between our development teams and the customer by translating technical resolutions in a way that customers can understand. 
• Communicating with the wider business including the Customer Experience teams and Sales when there is a problem affecting customers. 
• Spotting patterns and trends in inbound and escalating these when appropriate to your team manager. Championing bug fixes, development, process-changes and knowledge-sharing that will reduce the need for future escalated support.
• Making a difference - being ready to step in and help the wider Customer Experience team when needed. 

Who you are 

• Great problem solver! You need to be curious about what is happening when things go wrong and seek to get to the bottom of it. 
• Excellent questioning and listening techniques – you will speak to customers and consumers from all backgrounds, and you need to adapt your approach to get the information you need. 
• Able to communicate effectively via different methods and to different audiences. 
• Growth mindset, things change quickly and often, and you need to be able to respond appropriately. 
• Can take ownership of a situation and see it through to the end to get the best possible outcome 
• Being comfortable to seek out information from other Rightmove teams for more bespoke queries you might encounter, to find the best solution for the customer. 
• Is emotionally intelligent and has genuine empathy for people. Able to understand the customer's perspective and have a natural ability to build a strong rapport and demonstrate empathy while maintaining clear boundaries. 
• Thrives on beating and exceeding targets - but you'll always make sure that the customer's interests come first. 
• Has an eye for detail and strong task/project management skills. 
• Who is self-aware, can identify own strengths and areas for improvements. Isn’t afraid to ask for support when needed. 
• Can receive and provide constructive feedback, as well as a desire to be coached for optimum performance. 
• Can work closely with stakeholders to help drive strong relationships and communication.