Customer Experience Team Leader

3 weeks ago

Milton Keynes, Milton Keynes, United Kingdom Rightmove Full time

Job Title: Customer Experience Team Leader

About the Role:

We are seeking a Customer Experience Team Leader to join our team at Rightmove. As the UK's favourite property platform, we aim to give everyone the belief that they can make their move. This role is responsible for leading and inspiring a team to deliver exceptional customer experiences, ensuring high performance and motivation across the board.

Key Responsibilities:

  • Lead and inspire a team to deliver exceptional customer experiences.
  • Oversee daily operations, including managing workloads, monitoring service levels, and ensuring the team has the resources to meet targets.
  • Drive continuous improvement by identifying trends, recurring issues, and inefficiencies, and implementing solutions to enhance operational efficiency.
  • 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, recognizing excellence 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.

Requirements:

  • 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.
  • Proven ability to use data and performance metrics to identify areas for improvement and enhance operational efficiency.
  • A collaborative, approachable attitude that fosters open communication and a positive team culture.

What We Offer:

  • Competitive compensation package.
  • 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 to give back, 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 other nominated person in your life.
  • Paid leave for maternity, paternity, adoption, and fertility.
  • Travel Loan, Bike to Work scheme, Rental Deposit Loan.
  • Charitable contributions through Payroll Giving and donation matching.
  • Access deals and discounts on things like travel, electronics, fashion, gym memberships, cinema discounts, and move.

About Rightmove:

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. 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 How's at the heart of everything we do. These are the essential values that reflect our culture and include:

  • Be approachable and appreciate what others do
  • Make complex things as simple as possible
  • Build great teams, because Rightmove is people
  • Drive improvement, we can always be better
  • Share early, honestly, and often

We believe in careers that open doors and help our team develop by providing an open and inclusive work environment, offering ongoing training opportunities, and supporting charity fundraising events. And with 88% of Rightmovers saying we're a great place to work, we're clearly doing something right

Equal Opportunities Employer:

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. We are an Equal Opportunity Employer and welcome applications from all qualified candidates.

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