We identify 3 key areas of focus for ensuring excellent customer service in relocating employees to the UK:
Addressing the employee’s needs
As our first port of call, we contact the employee and their spouse to introduce ourselves as their Relocation Consultant. During this call we outline the service they will receive, and importantly discuss the employee's needs, requirements and expectations for housing in the appropriate areas. By contacting the employee promptly it helps cover any initial concerns and questions and makes the employee feel valued, while also demonstrating that they are in safe professional hands. It is vitally important to listen and understand their personal needs and requirements.
We provide every employee with up-to-date, relevant information relating to them and their move. This includes advice on living and working in the UK, housing, education & schooling, healthcare, banking, shopping, utilities and local authority services, T.V. Licences, parking permits, telephone and broadband services, public and private transport, health & fitness clubs and much more.
Regular communication and managing the process
It is important to agree early on the best method of communicating to ensure we are in regular and convenient contact with each employee. It really helps with managing a clients’ and employee’s expectations. It also helps with the smooth transition and control of the relocation process.
Once we have an understanding of the employee’s preferred area, budget and property requirements, the search for short or long term accommodation can start.
The relocation process
It is our job to obtain details of suitable properties and prepare a shortlist which meet with Company policies and employees requirements.
Often the Relocation Consultant will recommend a familiarisation tour to cover several areas as this helps narrow down the preferred location against a clients’ budget and expectations taking into account the educational needs of the family's children.
The Consultant will arrange a viewing schedule, accompany and advise the employee on property standards. They will then negotiate with the Letting Agent or Landlord the terms of the tenancy and keep the employee and company’s HR informed on progress of negotiations.
In addition, we will notify the company and the employee of the start date for each tenancy and the initial monies required to secure and commence the tenancy and then facilitate and arrange for the tenancy agreement to be signed by the employee as the tenant.
We will ensure the tenancy agreement is returned to the Letting Agent for distribution to all appropriate parties and then arrange for the utilities to be taken over in the Employee’s name.
To facilitate the settling in process we will provide address and telephone number of doctors, dentists, clinics, health centre and hospitals serving the area; advise on TV and broadband services as well as mobile phone signal coverage and opening a UK bank account. We can also help with providing details of local shopping centres and local authorities, heath & fitness clubs.
Finally, we will co-ordinate the Inventory Check In, and follow up to ensure the employee and his/her family are settled-in satisfactorily.