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Customer Invoicing Support Executive

Location: 2 days a week in the Milton Keynes office, 3 days working from home.

As a Customer Invoicing Support Executive at the UK’s number one property portal, you will be part of a support team in
Customer Experience who are genuinely enthusiastic about our customers, guiding them when they need help with a
variety of invoice queries and showing them we value them.

You will speak to our customers on a daily basis, via phone and via email, so you’ll need to be an excellent communicator
and go out of your way to understand and resolve their query. This will mean regular contact with the wider teams at
Rightmove, and building a deep understanding of our pricing structures across multiple business units.

You will also be on hand to jump in and support wider Customer Experience teams, including the revenue processing team
and our support teams, at points in the month where your workload is at a level where you can do so.

Key Responsibilities

• Working efficiently within the Customer Experience Invoice Support team to provide a seamless service to internal
  and external customers through a variety of communication channels and within our set service level agreements
• Investigating any invoice queries and engaging with wider Rightmove teams including the teams who process
  customer contract changes to relay accurate information to customers
• Working with the Revenue Operations team to understand the impact of any product, package or pricing changes to
  customers
• Getting guidance from time to time from our Finance department to help you answer any Customer based invoice
  queries
• Explaining the value of e-mail invoicing to customers and setting this up for them to save them time and effort, and
  in turn contributing to our own company objectives around reducing Rightmove’s environmental footprint.
• Accurately maintaining customer payer details and wider account information so invoices reach the right place first
  time and we can communicate effectively with customers ongoing.
• Providing support to Account Managers with general invoice queries and guiding them to the relevant teams where
  necessary.
• Helping work towards the agreed team objectives (the mini OKR’s) that contribute to the wider Rightmove mission
  
• Supporting the team and wider Rightmove with bespoke projects from time to time to trial new processes and
  initiatives
• Proactively and constructively contributing ideas and challenging team processes where potential improvements
  have been identified
• Engaging with exciting new technology such as our new robotic process which will help free up time to spend more
  quality time helping our customers
• Owning your own development – the leadership team are here to support you, but this is your journey, own it.
  
  We’re looking for someone who
  
• Can deliver first-class customer service. Solution driven, able to adapt service approach to tailor the customers’
  needs.
• Has the ability to work with a higher workload at peak times of the month
• Is passionate about doing the right thing, consistently taking responsibility and applying good judgement
• Can build a complete understanding of how we bill our different customer types so you have awareness of the
  impact of customers being billed incorrectly
• Is numerate with a keen eye for detail and accuracy – experience working in a finance team is helpful but not
  essential.
• Is a methodical individual with high standards, so you take genuine pride in your work so it’s right first time for our
  customers.
• Is a clear and strong communicator in both written and verbal form, who is confident in speaking to different people
  internally and within the customers’ business to build a strong rapport and manage expectations
• Is empathetic and caring to customers needs and expectations, believes ‘good enough is never good enough’ and
  understands the goals and direction of Rightmove and how you contribute
• Shows good time management and the ability to prioritise and manage your day self-sufficiently, often spinning
  multiple plates. Comfortable working under pressure in a calm manner
• Has solid IT skills including Excel, Word and ideally CRM databases
• Is a keen problem solver with a desire to take ownership to resolve queries, being comfortable to go and find the
  answer from around Rightmove for the more bespoke queries you might encounter
• Is comfortable with change and being open to the role and process evolving and learning new responsibilities
• Flexible in being open to helping other parts of the processing team or wider Customer Experience
  
  Ultimately, we care much more about the person you are, how you think and approach things, than a list of qualifications
  and buzzwords on a CV. Even if you can’t say ‘yes’ to all of the above, but are smart, self-motivated and passionate about
  delivering great Customer Experience then get in touch.
  
  About us
  
  On a mission to ‘help people make the right move’, we launched in 2000 with a will to make home-hunting happy, by
  showing all property in just one place.
  A great success story, we’re now the biggest home-grown web brand in the UK our traffic levels surpassed only by
  Facebook, Google, YouTube, eBay and Amazon.
  Despite this success, we remain a down-to-earth bunch. To join us in our mission, we look to recruit people who share the
  same values and beliefs as we’ve always had, because Rightmove is people. We call it the secret to our success and why
  staying 10 years or longer, reaching ‘gnome status’, is simply the Rightmove way.
  We encourage and support all Rightmovers to continuously develop themselves. Together we work towards the best
  outcome, both in terms of our technical solutions and continued business growth. We are always on the lookout for the
  great new people to join our team. If you are a smart and passionate initiative-taker then get in touch. You could be part of
  the next chapter of the Rightmove story! Will you be ‘Gnomed?’
  
  Did you know?
  
• Rightmove was meant to be called 'Doorknob.' But it didn't quite have the same ring to it
  
• There have been eight weddings between Rightmove colleagues over the past 18 years
  
• We still have employee #1 working at Rightmove
  
• We currently have 52 gnomes on our gnome tree