Key Responsibilities File Management:Manage assignee files and ensure complete satisfaction from assignees, families, and clients by exceeding service expectations.Take detailed client briefs/needs analysis.Learn and administer client policies.Develop relationships with clients, assignees, and their families.Ensure information requested by assignees is provided in a timely manner, returning calls or responding to requests within 24 hours.Brief and liaise with counsellors, letting agents, and supervise the preparation of property viewings, inventories, check-ins, tenancy agreements, renewals, and departures.Liaise with the Education team as needed, confirming clients' authorisation for the school search programme.Set up utilities and all concierge services.Highlight any cost overruns to the manager and act accordingly.Promptly escalate suitable issues to ensure corrective action can be taken.Liaise with moving services and furniture rental companies where applicable.Look for opportunities to cross-sell Sterling's services.Client Liaison:Keep clients closely informed of the progress of the programme.Ensure complete satisfaction from clients.Update all client documentation upon receipt of new information.Keep Helix updated and ensure all notes screens are completed for client viewing.Ensure all data in Helix is correct so clients can run reports via the extranet.Team:Work effectively within Sterling Lexicon by providing support to all members of the organisation.Advise the respective Relocation Manager/Director of suggestions for process improvement and cost savings.Assist team members in managing assignee files and provide day-to-day holiday and team support.Update documentation when requested by team members.Skills: Bilingual: Spanish and English spoken fluently.Excellent verbal and numerical reasoning.Positive and personable attitude.Resilient under stress.Passionate about providing good customer service.Innovative and able to challenge existing processes.Ability to adapt to change.Honest and ethical approach to business.Ability to prioritise tasks and work on own initiative.12 months experience in a pressurised team environment, ideally in a customer-focused environment.Please Note: This is a temporary contract with potential to become a full-time permanent position.
Job Type: Temporary
Contract length: 3 months
Ability to commute/relocate: Madrid, Madrid provincia: Reliably commute or planning to relocate before starting work (required)
Experience: Relocation: 1 year (preferred)
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