Relocation Coordinator

Made Employment Ltd; Kings Langley; On-site; GBP 26,000 - 32,000; Full time

Job summary

Made Employment Ltd is seeking a dedicated Move Manager to be the first point of contact for customers, guiding them through their relocation journey with clear communication and proactive problem solving. You will handle enquiries by phone, email and live chat, provide information on services, upsell optional extras, and work to KPI targets while maintaining high standards of service.

Join a team focused on delivering exceptional customer experiences and ensuring every move is handled smoothly

Qualifications

• A customer centric approach and attitude.
• Ability to actively listen and show empathy and understanding at all levels.
• Excellent verbal and written communication skills.
• Ability to manage customer queries appropriately and efficiently.
• Be enthusiastic, self-motivated and positive in your approach.
• Excellent organisational skills with the ability to prioritise workload and multitask.
• Exhibits flexibility, be adaptable to change.
• Excellent time management, with the ability to work well under pressure.
• A passion for completing all tasks to the highest standard and be driven by results.
• Proficient IT skills - Office, Word, Excel

Responsibilities

• Respond to customer enquiries via phone, email and live chat in a timely and professional manner
• Be available and own responsibility for your customer's experience throughout their moving journey
• Provide accurate information about products and services addressing customer's needs and concerns
• Maximise revenue through upselling optional extra products and services
• Always maintain excellent customer service and communication standards, whilst working to KPI's ensuring targets are met
• Ability to problem solve to achieve a positive customer outcome
• Collaborate with team members to improve customer service processes and outcomes
• Follow up with customers to ensure their issues are resolved and are satisfied with the service
• Stay up to date with product knowledge, company polices and industry trends

Skills

Customer centric

Active listening

Verbal & written communication

Query management

Enthusiastic attitude

Organisational skills

Flexibility

Time management

Result-driven

MS Office (Word/Excel)

Tools

Microsoft Word

Microsoft Excel

Microsoft Office

Job description

Overview

Our client is an iconic British brand, and they have been relocating families and businesses locally and across the world for over 400 years. They are seeking a dedicated and enthusiastic individual to join their Move Manager Team, with a passion for customer service and a desire to exceed our clients' expectations. The successful candidate will be the first point of contact for our customers and will inspire confidence in our brand with excellent communication and problem-solving skills.

Responsibilities

• Respond to customer enquiries via phone, email and live chat in a timely and professional manner
• Be available and own responsibility for your customer's experience throughout their moving journey
• Provide accurate information about products and services addressing customer\'s needs and concerns
• Maximise revenue through upselling optional extra products and services
• Always maintain excellent customer service and communication standards, whilst working to KPI's ensuring targets are met
• Ability to problem solve to achieve a positive customer outcome
• Collaborate with team members to improve customer service processes and outcomes
• Follow up with customers to ensure their issues are resolved and are satisfied with the service
• Stay up to date with product knowledge, company polices and industry trends

Key Areas of Focus

• Effective management of all incoming calls and enquiries
• Recording of clear and accurate information provided by customer\'s
• Convert a customer initial enquiry into a quotation for the customers move
• Promote the company brand by encouraging customers to share their experiences on review platforms
• Meeting productivity goals by being targeted on the number of moves managed each month
• Effective cost control through customer interaction and excellent customer service
• Methodical approach to post move satisfaction

Ideal Skills & Experience

• A customer centric approach and attitude.
• The ability to actively listen and show empathy and understanding at all levels
• Excellent verbal and written communication skills
• Ability to manage customer queries appropriately and efficiently
• Be enthusiastic, self-motivated and positive in your approach.
• Have excellent organisational skills with the ability to prioritise workload and multitask
• Exhibits flexibility, be adaptable to change
• Excellent time management, with the ability to work well under pressure
• A passion for completing all tasks to the highest standard and be driven by results
• Proficient IT skills - Office, Word, Excel