[Hiring] Relocation Consultant @PerchPeek

Role Description

Flexible Relocation Coaches work with PerchPeek to support current markets with surges in business volume, provide flexibility for Relocation Coach capacity, and improve coverage to support relocators across multiple markets and timezones. This role will work within a network of third-party consultants and with PerchPeek’s Network Manager to deliver quality customer experience in line with customer requirements and PerchPeek’s SLAs for quality and productivity.

You might be an awesome Relocation Coach if you’ve previously worked as a:

• Customer Success Manager
• Concierge
• Personal Assistant
• Support or Operations Specialist

Previous experience in the Global Mobility / Relocation industry and knowledge of relocation management and/or destination services is helpful, but not essential. You’ll also receive paid training on all of our internal systems.

Scope of Work

• Building trusted relationships with relocators over the duration of their relocation journey as their main point of contact, delegating tasks when appropriate.
• Communicating with relocators via:
  • The PerchPeek app
  • Consultative and supportive calls to understand the customer’s needs, explain relocation services, and provide expertise, guidance & support.
• Handling difficult or complex relocator enquiries or situations, using critical judgement to ensure the best outcomes for your movers, including escalating these as appropriate.
• Providing the “right expertise at the right time” on all aspects of the relocation journey and life in the destination country.
• Supporting relocators in understanding and abiding to their company’s relocation policy, including management of their relocation allowances.
• Recommending and coordinating additional relocation services from providers, working within PerchPeek’s Supply Chain.
• Utilising Operations and Relocation Experience processes to ensure data accuracy and usefulness for analysis, reporting, and insights.
• Supporting the rollout of process improvements by engaging with new processes and tools.
• Delegating relevant tasks to third-party consultants and monitoring service delivery to ensure high-quality completion within PerchPeek’s delivery SLAs.
• Identifying and managing escalations, delivery issues, and inefficiencies to align deliverables with service delivery requirements, policies, and expectations.
• Familiarising yourself with PerchPeek’s products and providing guidance to relocators on how to utilise the Relocator App and its tools.
• Advocating for high-quality knowledge capturing and contributing to developing the PerchPeek content library.
• Collaborating with other Relocation Coaches for creative problem-solving and knowledge sharing.

Qualifications

• Available to work during GMT/CET business hours.
• Fluency in verbal and written English.
• Awareness or first-hand knowledge of major cities and lifestyle norms in the UK and Europe.
• Bonus if you have lived or relocated within the UK or Europe before.
• No prior relocation experience required; comprehensive free training and up-skilling program provided.
• Helpful languages: French, Italian, Spanish, German, Portuguese, MENA region knowledge.

Requirements

• Customer Obsessed: prioritising the customer’s needs in daily actions.
• Organised and efficient, balancing proactive and reactive needs of customers.
• Eloquent and concise communicator, tailoring communications to specific customers.
• Relentlessly focused on delivery, thriving in a fast-paced environment.
• Detail-oriented, understanding and tracking nuances in relocations.
• Comfortable in ambiguous situations, adapting to challenging customer needs.
• Resilient in a range of situations, adapting and learning from challenges.
• Highly autonomous, thriving in a 100% remote and independent working environment.