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Implementation Account Manager - Expert Agent

Job Title:
Implementation Account Manager - Expert Agent

Job Ref:

Vallis House,Frome


Customer Support

Job Description

Expert Agent, established in 2003, is a leading supplier of cloud based property software to over 2500 estate agencies and letting agencies across the UK. In July 2017 ZPG Plc acquired Expert Agent.

We are a team of 30 software developers, support technicians, trainers, account managers, administrators, and sales executives. We`re based in pleasant, modern offices in Frome and we have a relaxed, sociable, dot-com style culture. We have a very low staff churn rate and most of our senior staff have worked their way up through the ranks.

Summary of Role

  • To provide support, knowledge and assistance to team members and customer base.
  • To contribute to the effective delivery of new customers via the Implementation Process.
  • To contribute to the on-going relationship of existing customers.
  • To contribute to the smooth running of Account Management and Implementation.

Key Responsibilities

  • Accurately follow and guide agents through the 10 steps of Implementation.
  • Deal with all incoming account queries via email and phone.
  • Liaise with colleagues to ensure issues and queries raised are dealt with effectively.
  • Assist with Direct Debit workflow when required.
  • Upselling of websites and 3rd party products.
  • To ensure all department procedures are followed.
  • To adhere to Company Policies as outlined in the Company Handbook
  • To carry out any other ad hoc duties as may be required from time to time.
  • Escalation of issues to senior management as necessary and appropriate.

Desired skills and experience

  • Excellent planning, organisational and time management skills, with the ability to work under pressure and to tight deadlines and to demonstrate an effective and resourceful approach to addressing issues
  • Strives to achieve the highest standards of performance, works effectively to achieve business results and takes personal accountability for delivering results.
  • Communicates clearly and concisely both verbally and in writing. Shows awareness of own impact and the ability to target this and influence others to achieve the desired outcome, influencing and overcoming obstacles
  • Dedicated to meeting the expectations and requirements of internal and external customers
  • Works willingly and effectively as part of a team, creating an environment that enables team and business goals to be achieved
  • Former Estate or Letting Agency experience (desirable)

About ZPG Plc (

ZPG Plc (LSE:ZPG) ("ZPG") owns and operates some of the UK`s most trusted property and household-related digital brands including Zoopla, uSwitch, PrimeLocation, Money and Hometrack.

ZPG helps empower smarter property and household decisions. It has an unrivalled proposition with its websites and mobile apps attracting over 50 million visits per month and over 25,000 business partners using its services.

ZPG was founded in 2007 and has a highly experienced management team, led by Founder & CEO, Alex Chesterman OBE.

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