Relocation Operations Manager
2 days ago
We are excited to partner with a leading moving and relocation company in Bedfordshire, looking for an experienced Relocation Operations Manager.
This role involves managing a team of Move Coordinators, ensuring compliance with company processes, and providing expert guidance to moving clients on customs documentation and transit schedules.
Key Responsibilities
- Manage and lead a team of Move Coordinators, including recruiting, training, and performance assessment.
- Act as the escalation point for moving client complaints, providing a calm, personable, and fair resolution approach that considers all parties.
- Handle claims, maintain internal claims documents, assessing claims details, and working with directors or third-party claims handlers/insurance companies as necessary.
- Ensure compliance with company processes and quality control standards for moving services provided.
- Manage a portfolio of moving & relocation files, including private, corporate, and commercial relocations.
- Provide expert guidance to moving clients on customs documentation, transit schedules, and requirements for international moves.
- Oversee customs documentation and ensure accurate preparation and management of transit schedules.
- Coordinate move logistics between clients, crews, and the operations team to ensure seamless service delivery.
- Promote and upsell additional options tailored to moving client needs.
- Support administrative functions, including sales, invoicing, billing documentation, and responding to calls and emails professionally and promptly.
Requirements
- Proven experience in customer service within the moving and relocation industry.
- Expertise in international relocations, including knowledge of customs procedures for outbound/inbound sea, air, and road freight.
- Strong organizational and leadership skills, with the ability to effectively manage a team of Move Coordinators.
- Excellent communication and interpersonal skills to provide a personable and professional client experience.
- Detail-oriented approach to claims handling, compliance, and quality assurance.
- Preferred experience in handling commercial shipments and artwork relocations.
Estimated Salary: £55,000 - £65,000 per annum
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