Head of Customer Service - 12 month FTC

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.

This is a pivotal leadership role at the heart of our tenant referencing operation. As Head of Customer Service, you’ll set the direction for how we deliver a seamless, efficient and customer-first service to thousands of customers, partners and colleagues.

You’ll lead a talented team, shape operational strategy, and drive continuous improvement so that our referencing function performs at its very best. Working closely with the Managing Director and wider leadership team, you’ll play a key role in aligning operational excellence with commercial ambition.

It’s an exciting opportunity to combine strategic thinking with hands-on leadership—improving service, scaling effectively, embedding innovation, and championing a high-performance culture that reflects the very best of Rightmove.

What You’ll Be Doing

• You’ll lead and evolve the referencing operation to deliver outstanding performance, service and sustainable growth.
• Set the strategic direction for the referencing function, ensuring plans, priorities and performance align with RLTS and Rightmove objectives.
• Lead, inspire and develop your team, creating a high-performance culture focused on accountability, collaboration and continuous improvement.
• Own operational planning, resource forecasting and capacity management to consistently meet demand and service level expectations.
• Use data, insight and clear KPIs to monitor performance, identify trends, and drive measurable improvements in efficiency and customer experience.

Work cross-functionally to support new product launches, enhancements and business-wide initiatives, acting as a strong advocate for operational excellence.

Identify risks and opportunities early, proactively mitigating delivery challenges while driving innovation and smarter ways of working.

Ensure customers remain at the centre of decision-making, balancing commercial outcomes with fair and responsible practices.

Success in this role will be measured through service performance, operational efficiency, team engagement, customer outcomes and contribution to wider business goals.

Who You Are

You’re a strategic and commercially aware operational leader who thrives on building high-performing teams and delivering results in a fast-paced environment.

• Significant experience leading large-scale operations or service-based functions, ideally in a customer-focused environment.
• A proven track record of driving performance improvement through data, planning and process optimisation.
• Strong leadership skills, with experience developing senior managers and building engaged, accountable teams.
• Commercial awareness and the ability to balance customer experience with operational efficiency.
• Confident working cross-functionally, influencing senior stakeholders and contributing to wider business strategy.
• Comfortable operating in a regulated environment, with a strong understanding of governance, risk and compliance responsibilities.
• Resilient, adaptable and solutions-focused, with a mindset of continuous improvement.
  
  

If you’re motivated by leading people, improving how things work, and making a meaningful impact at scale, we’d love to hear from you.

About Rightmove

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 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!

If all of this has caught your eye, you may well be a Rightmover in the making......

People are the foundation of Rightmove - We’ll help you build a career on it.

What We Offer

• 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 or other nominated person in your life.
• 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 things like travel, electronics, fashion, gym memberships, cinema discounts and more.
  
  

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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