Customer Experience Team Leader
Location: Milton Keynes – hybrid (2 days a week at Caldecotte location).
Reporting to: CX Manager.
Join Rightmove – the UK’s biggest property platform – as a Customer Experience Team Leader in our Customer Technical Care team. In this role you will lead, coach, and inspire a team of customer service professionals, drive operational excellence, and collaborate with senior leadership to continually improve the customer experience.
What you’ll be doing
* Lead and inspire your team to deliver exceptional customer experiences, ensuring high performance and motivation across the board.
* Oversee daily operations, including managing workloads, monitoring service levels, and ensuring the team has the resources to meet targets.
* Monitor and analyse performance metrics to ensure the team meets service KPIs, proactively addressing any issues that arise.
* Provide ongoing coaching and development for team members, recognising high performance and addressing performance challenges to foster growth.
* Manage escalations and empower your team to handle complex issues confidently, reducing repeat concerns and improving customer satisfaction.
Who you are
* Strong leadership skills with the ability to motivate and guide a team to achieve high performance and deliver exceptional customer service.
* Excellent time management and organisational abilities, ensuring tasks are prioritised, deadlines are met, and team members stay on track.
* Resilience and determination to navigate challenges while maintaining high standards for yourself and your team.
* Emotional intelligence and a growth mindset, embracing feedback and continuous improvement to drive personal and team development.
* Confident communicator who can challenge ideas, ask the right questions, and propose solutions effectively.
* Collaborative and approachable attitude that fosters open communication and a positive team culture.
Benefits
* Cash plan for dental, optical and physio treatments.
* Private Medical Insurance, Pension and Life Insurance, Employee Assistance Plan.
* 27 days holiday plus two paid volunteering days a year and holiday buy schemes.
* Hybrid working pattern with 2 days in the office.
* Contributory stakeholder pension.
* Life assurance at 4x your basic salary to a spouse, family member or nominated person.
* Competitive compensation package.
* Paid leave for maternity, paternity, adoption & fertility.
* Travel Loans, Bike to Work scheme, Rental Deposit Loan.
* Charitable contributions through Payroll Giving and donation matching.
* Access deals and discounts on travel, electronics, fashion, gym memberships, cinema and more.
Equal Opportunity Employer
As an Equal Opportunity Employer, Rightmove will never discriminate based on age, disability, sex, race, religion or belief, gender reassignment, marriage / civil partnership, pregnancy / maternity or sexual orientation. At Rightmove, we believe that a diverse and inclusive workforce leads to better innovation, productivity, and overall success. We are committed to creating a welcoming and inclusive environment for all employees, regardless of their background or identity, to develop and promote a diverse culture that reflects the communities we serve.
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