Sometimes, you might get inbound from a Customer that needs to be passed onto an Account Manager. Some Customers are 'Vacant', meaning they don't have a specific Account Manager allocated, and these queries need to go to the Membership inbox (membership@rightmove.co.uk) or a relevant AD. This article will go over the FAQs about the Membership inbox and how to make the best use of it.


Who is the Membership inbox for? 

The Membership inbox is for Account Management queries for EA Customers who are currently in a Vacant TAM patch. This means they currently don’t have a specific Account Manager assigned to them. You’ll know this if you have a mapped ticket in Freshdesk. Here’s an example of what a Vacant TAM Account looks like:



‘Vacant O’ Loane’ means that Customer doesn’t have a specific Telephone Account Manager assigned (‘Vacant’) and O’Loane is the surname of the Sales Manager responsible for that TAM patch (in this case, Kelly O’Loane). It doesn’t mean that Kelly is the direct Account Manager for those Customers. In this case, you'd send the query to membership@rightmove.co.uk. 


Who is the Membership inbox not for? 

Any Customer with an assigned Account Manager, or any prospect/New Joiner queries. Please refer to the up-to-date info on Knowledge base about where to send prospect queries, depending on the business unit.

It is possible to see 'Vacant' accounts for EA (field) Account Manager patches too. This means the query needs to go to the Area Director responsible for that patch, and not the Membership inbox. For example, 'Vacant Harfield' accounts need to go to Matt Harfield. The rule of thumb would be if the AD related to the 'Vacant' is a TAM Sales Manager, it goes to the Membership inbox, and if they're not a TAM Sales Manager, it goes to them directly. Bamboo will be able to tell you this.


For any Accounts that are on the Agent Accelerator package (looked after by Zoe Easton/Meg Perkins) please email startups@rightmove.co.uk. 


Who looks after the Membership inbox?

The Membership inbox is the responsibility of all the TAMs, and they take it in turns to cover the queries coming in. Each day a different TAM covers the inbox and allocates the queries across the TAMs who are in the office.


What expectations can I set with Customers? 

You can set 2 working day (48 hour) expectations of a callback/relevant contact being made from an Account Manager once you’ve sent something over.


What if a Customer has an Account Manager, but they're away?

If a Customer has a Telephone Account Manager allocated but they're sick/out of office/on holiday, their emails are forwarded to Membership. You can use the Membership inbox for this if you get inbound and set the same 2 working day expectations with the Customer.


Is there anyone I need to copy in?

In most cases, no, there’s no need to copy in Vickie, Kelly or Sue into your emails when you’re sending them to Membership as the TAMs will pick them up. Please avoid sending things directly to them as well, as the queries are best and quickest handled by the TAMs looking after the inbox. If you feel it may need prioritising, is a formal complaint that needs their input, or a chaser from a Vacant Customer who hasn’t heard back from the TAM Team within good time it would be a good idea to copy the relevant person in (depending on whose Vacant patch it is) but use discretion on this.


What information do I need to include? 

We want to make sure when we’re sending something over, the TAM Team have all the information they need to get back to the Customer within good time and have a good quality conversation with them. Kelly has given us a template we can use in our emails and fill out to make it easier for us, and you can find it as a Canned Response in the ‘CST to Use’ folder: