New Business Specialist - Customer Experience

New Business Specialist

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

Team: Customer Experience - Security & Compliance

Reports to:  Security & Compliance Team Leader

An exciting opportunity to join our Security & Compliance Team as a New Business Specialist at the UK’s number one property portal. Our partners 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.

As a member of Rightmove’s Security & Compliance Team you will play an important role in ensuring new partners wishing to join Rightmove have the best possible experience. Your role will focus on undertaking the necessary steps to help make a new partner live on Rightmove, all while being the point of contact for the partner and keeping them informed throughout their joining journey. You’ll work closely with our Customer Experience and Account Management teams to give new partners the best first impression of Rightmove.

What you’ll be doing

Checking compliance details for all new partners. This includes checking details provided by a new partner against online government databases, and querying any cases where details cannot be found or do not match information provided;

Security checking all new partners, including checking identification with specific attention for suspicious or fraudulent activity;

On occasion, declining requests for membership. Sometimes declining a membership can require challenging conversations, so you should be comfortable delivering difficult information and showing empathy for a situation, whilst maintaining your decision;

Approving & processing new partner contracts, setting them up with Rightmove profiles and working closely with other Customer Experience teams to ensure products, creative designs, and datafeeds are set up according to customer requirements;

Setting up Go Live calls to demonstrate products and services to the new partner, including setting up new users, directing leads to the required destination, and demonstrating RightmovePlus reports and features;

Proactively keeping the new partner regularly updated as to where they are in their joining journey, including reviewing any queries arising and seeking to gain resolutions as quickly as possible;

Once live, handing the partner over to their Account Manager including a comprehensive update of all important information that came to light during the new joiner process;

Keeping organised, detailed records. You’ll be recording activity as you carry it out, and will sometimes need to provide information on an application to join at a later date;

Checking compliance details for existing Rightmove members. This includes those members for whom we do not hold information and need to update our records, and those members for whom their compliance memberships are due to renew and we require updated information;

You’ll work to tight deadlines. It’s imperative to us that we do not delay a new Rightmove partner from joining us, and therefore it is of utmost importance that we keep turnaround times to a minimum;

Suggest areas for improvement. Working alongside the Security and Compliance Team Leader, you’ll suggest ways to improve existing processes striving for the best service for our partners and Rightmovers alike;

Making a difference - being ready to step in and help the wider Customer Experience team when needed.

Who you are

Is a great communicator. You’ll be the first Rightmover on a new partners journey, and you’ll want to deliver a great customer experience whilst maintaining a close eye for detail. You’ll be happy to guide a partner through information requests, explaining where you are in a process and what next steps will be.

Takes responsibility for their workload. You should be able to work under your own initiative and be self-motivated and determined to ensure the team is always within our targets;

Has great attention to detail. You’ll be happy with the quality of your work, and confident to ask questions & seek understanding when you’re not sure;

Is curious by nature, proactive and shares honestly and early. You’ll trust your own judgement, and if something arouses suspicion, you’ll be able to identify why and flag it for the attention of other team members and team lead;

Has great prioritisation skills, is able to appreciate urgency and work to tight deadlines;

Is able to demonstrate understanding and empathy towards the people you speak to. Our Vetting process is sometimes an emotive subject, and it’s important we handle all decisions sensitively;

Understands the importance of visibility, always proactively explaining where a partner is in the new joiner process and explaining any questions they have about what happens next;

Is a great communicator. You’ll be happy to explain your decisions and won’t shy away from sometimes challenging conversations;

Has a good understanding of the security and compliance requirements for Rightmove, including GDPR regulations;

Drives improvement, and believes in delivering the best possible customer experience;

Has great relationship building skills, able to form relationships with partners and Rightmovers;

Has exceptional written and verbal communication skills;

Is proficient in Microsoft office, particularly Outlook, Excel and Word.

What you’ll bring to the role

A curious nature

The ability to remain calm in pressurised situations

Analytical skills

The ability to be decisive

Excellent record keeping skills

Confidence to ask difficult questions

Sound judgement calls

A good understanding of GDPR regulations and why they are in place

Experience of using Microsoft office, particularly Outlook, Excel and Word