Moving Services Lead

1 day ago


Luton, Luton, United Kingdom Alchemy Global Talent Solutions Full time
Job Description:

As a Moving Services Lead, you will play a critical role in managing a team of Move Coordinators, ensuring compliance with company processes, and providing expert guidance to moving clients on customs documentation and transit schedules.


This role involves acting as the escalation point for moving client complaints, handling claims, and maintaining internal claims documents.


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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