Customer Experience Executive - Data Quality in Milton 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.

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 Executive to join our team. Our customers are at the heart of everything we do, which means that we want to make things easy and right for them first time, every time. As a member of Rightmove’s Data Quality Team you’ll play an important part in ensuring what’s displayed on Rightmove is accurate, fair and never misleading. Specifically, your role will focus on being the first point of contact for partners and consumers, content moderation, triaging inbound queries, and referring cases for assessment by the Data Quality Advisors when appropriate.

What you’ll be doing:

• Monitor, moderate and upload advert content to ensure alignment with applicable legislation and Rightmove’s Technical and Text Content Guidelines.
• Triage incoming queries, identifying and escalating high-priority cases to the Data Quality Advisors for prompt resolution.
• Oversee the overall management of the team inbox, meeting agreed SLAs and personal performance targets, with a strong emphasis on accuracy and error minimisation.
• Request additional evidence from complainants when initial details are insufficient, ensuring cases are fully substantiated before being escalated to the Data Quality Advisors for investigation.
• Liaise with consumers to obtain identification for the removal of property adverts from Rightmove, where appropriate.
• Build and maintain effective working relationships with the Account Management Team, providing regular updates on moderation issues affecting their partners.
• Act as the first point of contact for sensitive or complex queries, resolving concerns swiftly, professionally, and with empathy.
• Support continuous improvement within the Data Quality Team by identifying and proposing enhancements to processes, contributing to a forward-thinking and agile quality framework.
• Drive adoption of self-service tools and initiatives by actively encouraging partner engagement and providing relevant guidance.

Who you are:

• Takes responsibility for their own workload, and for that of the team.
• Is a great communicator.
• Is proactive and shares honestly and early.
• Is able to demonstrate understanding and empathy towards the people you speak to.
• Has great prioritization skills.
• Has excellent relationship building skills.
• Has good understanding of GDPR and ensures all forms of communication are compliant.

About Rightmove:

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!

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.
• 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.
• We offer hybrid working with a minimum of 2 days in the office.

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.