CoStar
Customer Support Specialist, OntheMarket - London
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Customer Support Specialist – OnTheMarket (CoStar Group, London)
Overview
CoStar Group is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Listed in the S&P 500 Index, CoStar Group is driving the digitisation of real estate, enabling businesses and individuals to find properties, insights, and connections that enhance their success. With over 35 years of industry focus, the company delivers innovative products and services, including OnTheMarket (OTM), now integrated under CoStar.
In December 2023, CoStar Group acquired OnTheMarket, aiming to establish it as the UK’s number 1 residential property portal. Leveraging deep expertise from CoStar’s Homes and Apartments teams, OTM will deliver a world-class user experience through superior content, imagery, design, and functionality, better supporting buyers, sellers, agents, and developers.
Learn more about OnTheMarket.
Role Description
As a Customer Support Specialist within the Technical Support team, your primary responsibility is to:
- Ensure clients’ property listings are processed and displayed accurately on the OnTheMarket website.
- Handle queries and complaints from clients and consumers via calls, email, and face-to-face interactions.
- Support estate and letting agents using OnTheMarket Expert, our secure platform for managing listings, enquiries, and reporting.
- Act as a product champion with strong system knowledge, collaborating with third-party software providers, internal product teams, and development teams.
- Stay updated on website enhancements to maintain a smooth customer experience.
Responsibilities
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Core Duties
- Provide technical and customer support to estate and letting agents via:
- Inbound/outbound calls
- Occasional face-to-face meetings
- Liaise with clients and their third-party software providers to:
- Establish and maintain automated data connections
- Assess data quality
- Resolve technical issues
- Handle multitasking confidently in a fast-paced environment, managing time effectively under pressure.
- Investigate and resolve queries raised by:
- Clients
- Users of the OnTheMarket website
- Internal colleagues
- Communicate solutions clearly and professionally, setting appropriate expectations management
- Analyse raw data from feed providers and collaborate with:
- Clients
- Suppliers
- Developers
- Internal technology teams to diagnose and fix issues
- Monitor and manage ticket resolution on track, ensuring timely progress.
- Proactively audit client accounts, identifying and resolving issues before they escalate.
- Troubleshoot live service issues autonomously, documenting investigations and sharing knowledge with teammates.
- Support new product launches, system updates, and ad-hoc projects as needed.
- Maintain consistently high customer service standards across all interactions.
Qualifications & Requirements
Experience & Skills
- Previous call centre or customer support experience, including both inbound and outbound calls.
- Proficiency in:
- Microsoft Suite (e.g. Excel, Word)
- Zoho CRM and Zoho Desk
- Familiarity with major internet browsers: Internet Explorer, Edge, Chrome, Firefox, Safari.
- Strong written and verbal communication skills, particularly for:
- Email-based technical support
- Troubleshooting guidance.
- Excellent time management and multitasking abilities.
- Demonstrated interest in the real estate industry (advantageous but not mandatory).
- Ability to work effectively under pressure in a dynamic, high-volume environment.
- Proactive, solutions-oriented mindset, able to work:
- Collaboratively in teams
- Autonomously when needed
- Fast learner with clear conceptual grasp and independent decision-making.
- Hyper-attention to detail, combined with:
- Self-motivation
- Organisation
- Flexibility
- Approachability
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Educational Background
- Bachelor’s degree (or equivalent professional/industry experience).
What’s in it for you?
Benefits
Joining CoStar Group offers:
-
Collaborative and innovative culture with a work environment in the prestige Blue Fin Tower, London.
-
Comprehensive benefits package, including:
- Full private medical cover
- Dental cover
- Life Assurance and employee reward scheme
- Generous 28 days annual leave
- Competitive pension plan
- Season ticket loans (transport/sports subscriptions)
- Enhanced maternity and paternity pay
- Plus other perks!
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Commitment to diversity and equality: CoStar Group actively promotes:
- Equal opportunities for all genders, ages, sexual orientations, ethnicities, nationalities, religions, and beliefs.
- A recruitment process focused on fit for the specific role.
#OnTheMarket | CoStar Group’s focus is on a prosperous, inclusive workplace as an Equal Employment Opportunity Employer. Pre-employment checks include drug testing.
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