Customer Experience Manager

Customer Experience Manager - Customer Technical Care

Location: Milton Keynes - Hybrid (our office days are Tuesday and Wednesday, with the rest being work from home)

Reporting to: Head of Customer Experience

Role Overview

As a Customer Experience Manager within the Customer Technical Care team, you will lead a group of specialists dedicated to resolving technical issues and delivering exceptional support to our partners and consumers. You'll be responsible for ensuring operational excellence, driving continuous improvement, and fostering a culture of ownership and accountability. Your leadership will be pivotal in safeguarding trust and ensuring seamless service delivery across multiple channels.

Key Responsibilities

• Assess and optimise team processes to improve efficiency and eliminate pain points.
• Lead change initiatives by translating strategic goals into actionable plans with clear metrics.
• Maintain a roadmap of improvements, managing risks and ensuring smooth adoption.
• Evaluate the impact and ROI of changes, using insights to inform future improvements.
• Influence wider CX initiatives as a technical care subject matter expert, sharing best practices to embed a culture of continuous improvement.

Service Ownership

• Ensure consistent, high-quality service delivery across the Customer Technical Care team.
• Monitor and report on key performance metrics (CSAT, quality, speed, backlog health) to drive improvements.
• Analyse service data to identify trends, risks, and opportunities.
• Oversee resource planning and workload forecasting to maintain smooth operations.
• Manage incident response standards and escalation processes, reducing friction across CX teams.

Leading Teams

• Lead, coach, and support Team Leaders to build confident, high-performing teams.
• Take accountability for team performance, addressing issues constructively.
• Foster a culture of ownership, development, and continuous feedback.
• Plan for future team needs through succession planning and skill development.
• Champion empathy, technical accuracy, and effective communication, staying informed on industry trends and customer expectations.

What We're Looking For

• Own and lead change, identifying opportunities for improvement and driving them from concept to delivery.
• Navigate challenges with resilience and accountability, staying focused and adaptable under pressure.
• Set high standards, leading by example in communication, professionalism and stakeholder engagement.
• Build and develop high-performing teams, fostering a culture of growth, empathy and continuous feedback.
• Balace priorities across customers, the business, and the team, using clear thinking and sound judgment to make decisions.

What's In It For You

• 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 everyonethe 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 still working here!

We've done this by placing the Rightmove values 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 team - internally collaborative, externally competitive
• We make a difference by focusing on delivering measurable impact

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!

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.