Relocation Advisor

Altis; Ottawa; Hybrid; CAD 28,000 - 34,000; Full time

Job summary

Altis is seeking a bilingual Relocation Advisor in Ottawa to support transferees through the relocation journey, delivering clear guidance on policies, entitlements, and portal usage.

In a collaborative contact centre, you will conduct 30-minute planning sessions, handle relocation expenses, and document all interactions to ensure a smooth and compliant experience across Canada.

Qualifications

• Two or more years in customer service or advisory roles, ideally in a high-volume environment.
• Fluent bilingual communication in English and French, written and spoken.
• High attention to detail and strong organizational skills, with multi-tasking ability.
• Ability to work independently and in a team, using sound judgment.
• Experience with navigating structured policies or programs is an asset.
• Proactive approach to improving processes and client service.

Responsibilities

• Provide relocation support via email, phone, and live chat with policy guidance.
• Lead 30-minute planning sessions by phone or video for different move types.
• Review relocation expenses, cash advances, and reimbursement claims with accuracy.
• Document all interactions in file notes ensuring traceability and compliance.
• Support Contact Centre operations through clerical tasks and process improvements.

Skills

Bilingual English/French

Customer service experience

Attention to detail

Organizational skills

Policy/process navigation

Process improvement

Job description

Location: Downtown Ottawa, Ontario (2-3 months of training onsite, followed by remote work based on performance)

Security Requirement: Eligibility to obtain an enhanced Security Clearance (provided by the Government of Canada)

Pay rate: $22.00/hour

Start: September 21st

Language: Bilingual (English/French) spoken and written

Schedule: Full-time, Monday–Friday with rotating monthly shifts:

• 8:00 AM – 4:30 PM (EST)
• 9:30 AM – 6:00 PM (EST)
• 11:30 AM – 8:00 PM (EST)

About the Opportunity

Our client is seeking a Bilingual Relocation Advisor who brings empathy, clarity, and confidence to individuals navigating major life transitions. In this role, you will support transferees as they move across regions and assignments, ensuring they feel informed, supported, and prepared at each stage of their journey.

You will join a collaborative Contact Centre environment that values accuracy, compassion, and service excellence. Every interaction you lead contributes directly to a positive relocation experience and strengthens a program that supports people across Canada.

What’s in it for You

You will join a workplace that values collaboration, balance, and a people-first approach. This role offers meaningful exposure to public sector processes and policies, along with the opportunity to build strong advisory and client service skills.

You will also be part of a supportive team culture where knowledge sharing and continuous improvement are celebrated.

Your Responsibilities

• In this role, you will provide relocation support through email, phone, and live chat, offering clear guidance on policies, benefits, entitlements, and portal use.
• You will lead 30 minute planning sessions by phone or video, tailoring your approach to various move types and ensuring transferees understand the steps ahead.
• You will review and process relocation expenses, cash advances, and reimbursement claims with accuracy and policy alignment.
• You will document all interactions within file notes, maintaining consistency, compliance, and traceability.
• You will support Contact Centre operations by completing administrative tasks that contribute to smooth workflows and positive client experiences.

Skills and Qualifications

• 2+ years of customer service or advisory experience, ideally in a high volume or service driven environment.
• Strong communication skills in both French and English, written and spoken.
• High attention to detail and strong organizational skills, with the ability to manage multiple inquiries at once.
• Comfort working independently and within a team, using sound judgment to guide decisions.
• Experience navigating structured policies or programs is an asset.
• A proactive approach to improving processes and elevating client service.