Customer Service Manager

Alchemy is thrilled to partner with a leading moving and relocation company, currently seeking an experienced Customer Service Manager to lead a team of Move Coordinators at their Bedfordshire location.

The ideal candidate will have proven experience in customer service within the moving and relocation industry, specializing in domestic and international moves. They should be confident, professional, and committed to delivering high-quality, detail-oriented service.

Key Responsibilities:

• Manage and lead a small team of domestic and international 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.

Reach out to Alchemy Global Talent Solutions today to explore this exciting opportunity and take the next step in your career!