Zoopla has revealed more details about its decision to outsource its customer service team.

The portal announced last week it was moving its customer service operation to contact centre specialist company Ventrica.

The move represents a major change to the way Zoopla interacts with agents and homebuyers.

Customer services staff will move to Ventrica via a TUPE agreement, and the software support currently offered to the Alto, Jupix, and CFP Winman packages will be part of the operation moving as well.

A company spokesperson says there will be no redundancies: “Our staff and their many years of expertise will be retained and will TUPE across, but will now be able to benefit from world-class systems and technology that a partner like Ventrica is able to deploy at scale.

“We anticipate that 64 roles will move across, and we don’t expect any roles will be lost. None are at risk.”

Hybrid work

Ventrica’s head office is located in Southend-on-Sea, and as a business supports a hybrid work environment which is complementary to how our support teams work today with the majority being home-based, the spokesperson adds.

The spokesperson says there are no plans to drop the software products currently used: “This is an investment in our software products through improving our overall customer support experience.

“Ventrica prides itself on providing the highest quality customer experience possible to the customers of all of the UK brands they service, and are award-winning in this space.”

Andy Marshall, CCO at Zoopla, said at the time of the announcement: “We’re confident that this move will benefit everyone who touches Zoopla’s customer support ecosystem – be it our customers who will now have access to a better experience with a faster response time – or our customer support employees who will benefit from more career opportunities as a result of the changes.”

Photo: William J Pearce Photography.