[Hiring] EVIP Consultant @Sirva

Role Description

As an Executive VIP Consultant, you will play a key role in supporting Sirva’s continued success by serving as the primary point of contact for EVIP customers throughout their mobility journey. This high-touch, service-led role requires strong organizational capability, sound judgement and the ability to support, guide and advise customers across a varied client portfolio. The Executive VIP Consultant is accountable for the day-to-day delivery of designated EVIP relocation programmes, ensuring a highly coordinated, responsive and premium customer experience.

In this role, you will:

• Direct Customer Interaction
  • Oversee the full spectrum of relocation management services, including policy counselling, home sale and purchase support, destination services, household goods shipment, intercultural services, visa and immigration support, language training, ongoing assignment support and repatriation.
  • Interpret designated client relocation policies and procedures, evaluate available options and provide tailored consultation to relocating employees based on their individual circumstances and needs.
  • Anticipate, manage and resolve issues quickly, creatively and with appropriate escalation discipline.
  • Act as the single point of contact and accountability for all EVIP moves, ensuring supplier communications are reviewed and that employees are not asked to provide the same information to multiple parties.
  • Partner with internal support teams and external providers to ensure customer needs are met promptly, with all parties operating as one coordinated support team.
  • Respond to relocating employees on the same business day, ideally within four business hours.
  • Provide ongoing consultation and proactive guidance throughout the duration of the international assignment or relocation.
  • Identify and recommend process improvements that enhance efficiency, consistency and overall customer experience.
  • Demonstrate flexibility in working hours where calls or urgent support are required outside core hours to accommodate EVIP employee schedules.
  • Operate within a global EVIP support model designed to provide 24/7/365 customer coverage, supported by issued mobile devices to enable timely and responsive assistance when required.
• Client Support and Stakeholder Engagement
  • Consult with clients on authorized services and potential policy exceptions in advance of customer briefing calls.
  • Provide ongoing updates to key client and Sirva stakeholders.
  • Support exception management, including providing informed recommendations on policy exception requests.
  • Deliver clear status updates, keep clients informed of emerging issues and provide practical solutions as matters arise.
  • Complete client projects and reports as required, while developing subject matter expertise in client policy and operating procedures.
• Training, Team Meetings and Internal Sirva Responsibilities
  • Regularly attend and complete mandatory, essential and recommended training to strengthen role capability, support career development and reinforce understanding of organizational vision, culture and customer experience standards.
  • Complete additional tasks and responsibilities as required to provide effective support to the manager, clients and customers.
  • Participate in sales efforts as required, demonstrating strong program knowledge and a clear passion for outstanding customer service.

Qualifications

• Digitally confident, with demonstrated ability to use multiple technology platforms as an integrated part of day-to-day service delivery.
• Able to adopt new technology quickly and incorporate it effectively into ways of working.
• Comfortable navigating multiple technology platforms simultaneously.
• Highly organized, with strong problem-solving capability and excellent attention to detail.
• Able to exercise sound judgement and own complex processes through completion and resolution.
• Able to anticipate potential issues and develop effective solutions without immediate direction or supervision.
• Able to think creatively, navigate ambiguity and resolve problems quickly and efficiently.
• Demonstrates strong accountability for the customer experience and the successful delivery of each move.
• Demonstrates curiosity and a commitment to continuous learning within a transforming organization.
• Demonstrates a trusted advisor mindset in both proactive and reactive customer scenarios.
• Builds trusted relationships quickly through strong service orientation, credibility and responsiveness.
• Adapts communication style to support different VIP personas and family needs with confidence and discretion.
• Operates effectively in a team environment with shared goals and responsibilities in support of a positive customer experience.
• Maintains a calm, confident and composed approach, particularly in difficult, sensitive or high-pressure situations.
• Demonstrates strong collaboration, cultural awareness and excellent written, verbal and interpersonal communication skills.

Benefits

• Hybrid working
• Core Flex Hours
• Health & wellbeing programmes
• Learning & career development
• Financial rewards
• Global career opportunities