Customer Experience Team Leader Keynes

Our vision is to give everyone the belief they can make their move. We aim to make moving simpler, by giving everyone the best place to turn to and return to for access to the tools, expertise, trust, and belief to make it happen.

We’re home to the UK’s largest choice of properties and are the go‑to destination for millions of people planning their next move, reading the latest industry news, or just browsing what’s on the market.

Location:

Milton Keynes - operating a hybrid set up with 2 days a week at our Caldecotte location

Reporting to: CX Manager

As the UK’s favourite property platform, Rightmove aims to give everyone the belief that they can make their move. To help us achieve this, we’re looking for a Customer Experience Team Lead to join our Customer Technical Care team.

Are you passionate about leading teams and delivering exceptional customer service? We're looking for a dynamic Customer Experience Team Leader to join our team! As the first point of contact for your team, you'll be responsible for managing day‑to‑day operations, coaching, and inspiring a group of talented individuals to deliver exceptional service. You'll work closely with leadership to spot opportunities for improvement, tackle recurring challenges, and ensure the team meets key performance goals.

If you’re driven by creating a positive, productive environment and empowering your team to excel, we’d love to hear from you!

• 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.

• 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.

We want to be part of creating a more diverse, equitable, and inclusive workplace for all. We’re excited to hear about your experience as well as how you will contribute to our overall culture. So, even if you feel like you don’t meet all the requirements, we would still really like to hear from you!

Our vision is to give everyone the belief that they can make their move. We aim to make moving simpler, by giving everyone the best place to turn to and return to for access to the tools, expertise, trust and belief to make it happen.

We're home to the UK's largest choice of properties, and are the go‑to destination for millions of people planning their next move, reading the latest industry news, or just browsing what's on the market.

Despite this growth, we’ve remained a friendly, supportive place to work, with employee #1 still working here! We’ve done this by placing the Rightmove Hows at the heart of everything we do. These are the essential values that reflect our culture, and include:

• We create value… by delivering results and building trust with partners and consumers.
• We think bigger… by acting with curiosity and setting bold aspirations.
• We care deeply… by being real, having fun, and valuing diversity.
• We move together… by being one…