Job Description
Purpose of Role
This role will be to deliver the range of relocation services offered by Sterling Lexicon to its client base and to deliver financial and operational value to Sterling Lexicon with a view to progress to a Senior Relocation Consultant role.
File Management
- To manage assignee files and ensure complete satisfaction from assignee and family and client by exceeding their service expectations.
- To take detailed client briefs/needs analysis.
- To learn and administer client’s policies.
- To develop relationship with clients, assignees, and their families.
- To ensure that information requested by assignee is provided on a timely basis. To return calls or respond to requests for information within 24 hours.
- To source Short Term Accommodation in line with the clients’ policy and assignees requirements keeping within budget.
- To brief and liaise with the Home Search Consultants, letting agents and supervise the preparation of property viewings, inventories, check-ins, drawing up tenancy and renewal agreements, and departures arrangements.
- To liaise with the Education specialists as needed, confirming clients' authorisation for school search programme, keeping the stakeholders updated on progress.
- To co-ordinate the setup of utilities.
- To highlight to the manager any cost overruns and act accordingly.
- To ensure any suitable issues are promptly escalated where appropriate to ensure corrective action can be taken.
- To liaise with moving services and furniture rental companies where applicable.
- To look for opportunities to cross sell Sterling’s services.
- Attends and actively participates in all team and/or meetings and training sessions as deemed appropriate.
- Accepts additional job assignments and participates in project work as requested.
Client Liaison
- To keep client closely informed of progress of programme.
- To ensure complete satisfaction from our clients.
- To update all client documentation upon receipt of new information.
- To keep Helix (Sterling Lexicon bespoke platform) updated with key information pertaining to the assignees relocation and ensure all notes screens are completed for the client to view.
- To ensure all data in Helix is correct so clients and key stakeholders can run reports via the extranet.
Team
- To work effectively within Sterling Lexicon by providing support, where required, to all members of the Organisation.
- Develops and maintains a positive and professional working relationship with all members of the team and service partners.
- To advise the respective Relocation Manager/Director of suggestions (process improvement, costs savings).
- To assist team members on management of assignee files and provide day-to-day holiday and team support.
- To update documentation or reports when requested by team members/management.
- Adheres to all company policies and procedures as outlined in the employee manual and Policy & Procedures manual.
Skills:
- Excellent verbal and numerical reasoning.
- Meticulous and high level of attention to detail.
- Ability to multitask and organise to workflow to meet deadlines and prioritise work.
- Computer proficient, capable, and comfortable in learning customised software.
- Can do attitude - positive and personable.
- Resilient under stress.
- Passionate about providing outstanding customer service.
- Ability to adapt to change.
- Honest and ethical approach to business.
- An ability to prioritise tasks and work on own initiative.
- 12 months experience of working in a pressurised team environment ideally in a customer-focussed setting.
- Has gained personal insights through work or interests in the challenges of being in a foreign culture (e.g. through personal travel, living/working abroad/studying abroad or away from home).
- Minimum of C pass or equivalent in English Language and Mathematics at ‘O’ level/GCSE.
- Technical competence in a European Language would be useful but not essential.
Job Type: Full-time
Schedule:
Ability to commute/relocate:
- Uxbridge, UB8 1DH: reliably commute or plan to relocate before starting work (required)
Education:
- A-Level or equivalent (preferred)
Experience:
- customer service: 1 year (preferred)
Work Location: Hybrid remote in Uxbridge, UB8 1DH