Tenancy Specialist - Mobility

Job description / Role

Department: Customer Services
Reports to: Mobility Operations Manager
Career Level: IC 4
Date: 31st March 2015

The role of Mobility Consultant II is an integral one within the World Mobility Customer Services Team. In some instances the Mobility Consultant II may provide an additional level of experience and support to that of a Mobility Consultant I.

Principal objective of role is to provide excellent customer service to all Corporate Client employees relocating into and out of a given country through the provision of administrative, with a specific focus on Tenancy Management, and support as part of the country relocation management team.

Key Focus Areas
- Administration
- Customer Services
- Corporate Social Responsibility
- Other

Key Tasks and Responsibilities

Administration
- Coordinate and follow-up on all services performed including liaising with vendors on service provision and co-ordination, including drafting of invoices and preparation of Feedback Questionnaires at end of service.
- Update employee files with hard copy and soft copy documents, input assignee data into Crown system, run monthly tenancy reports, actively identify and notify on upcoming lease expiries.
- Compile summary reports for monthly presentation to clients, including but not limited to checking of employee details eg. ID numbers, cost centers, passport details, rent values, changing government rates and other ad hoc payments associated with housing costs. Assist Expense Management Specialist with payment and deposit vouchers regarding tenancy items.
- Co-ordinate with internal teams on pick-up & delivery of documents, and handling of cases in the absence of Tenancy Specialists.
- Update Crown systems with service process information as well as assignee information as and when obtained. Track lease ends dates and prompt Crown team leaders & account managers, and client HR periodically on upcoming lease expiries.
- Draft obligation and indemnity letters to be presented to employees prior to signing of corporate tenancy agreements. Prepare housing reports, calculate rental budgets and shortfalls. Provide historical information for tenancy agreements to IAM team or Human Resources Business Partners as required.

Customer Services
- Liaise with Assignees and coordinating services according to requirements. Also to liaise with Corporate Clients where necessary to gather necessary information or documentation to complete services.
- Liaise wth landlords and realtors on tenancy issues including maintenance issues, coordinate contractors to repair as required, proactively update transferees on tenancy issues and ensure all tenancy related issues are dealt with quickly and efficiently and escalate to account manager where required.
- Draft and send offer letters and lease termination letters. Liaise with landlords to make payments for new leases. Liaise with landlords to secure full refund of security deposit. Confirm landlord bank account details as required.
- Attend meetings at employee homes for major tenancy issues, including proactively arranging meetings and filing summary reports to IAM in regard to major tenancy issues.
- Draft offer letters and tenancy agreements, liaise with client appointed legal team, liaise with realtors, and generally proactively assist the review, amendment and signing of lease documents. Seek approval from client IAM team prior to signing of tenancy agreements.
- Attend move in and / or move out inspections including liaison with transferees, ensure realtor / Crown have completed utility connections / disconnections, liaise with shipping company, complete inspection reports, take photos, liaise proactively on reinstatements, create / update / close out immigration & tenancy files and update Crown systems.

Corporate Social Responsibility
- Support the company CSR commitment and goals.

Other
- Demonstrate and promote the company vision and values.

Requirements

- Secondary education certificate, or equivalent (preferred)
- 3 - 5 years experience in customer services
- Exceptional interpersonal skills and the ability to build collaborative relationships with multiple and diverse stakeholders.
- Well-developed administration and organisation skills with strong attention to detail.
- Proficient computer skills with experience using Microsoft Office including Word, Excel, PowerPoint, Outlook, Publisher or equivalent.
- Strong communication and presentation skills.
- Cultural sensitivity and awareness.

Aptitude
- Ability to maintain confidentiality and display tact and discretion at all times.
- Excellent analytical, interpersonal and communication skills.
- Ability to work in a potentially rapidly changing environment.
- Ability to set priorities, manage your time and workload and dependably meet strict deadlines.
- Ensure tasks are completed within timelines to a high degree of accuracy and professionalism.
- Ability to work efficiently in a high pressured environment.
- Confident can do attitude and a willingness to support stakeholders in effectively doing their job.
- Solution oriented approach to problem solving and decision making.

Crown Core
- Determined
- Caring
- There
- Open-minded
- Sharing

Job Specific
- Communication
- Intercultural Awareness
- Problem Solving/Analysis
- Planning
- Quality

The Crown Worldwide Group is guided by five key values. These values are our underlying beliefs, they are a description of the way we see the world and what is most important to us.

They are the basic principles that will guide and shape the way we think and act. This includes the way we provide services to our clients, the way we treat each other within the organization and the way we interact with the wider community.

We value DETERMINED
We value being determined, to the best we can for our customers, our colleagues and ourselves. Our hunger to find ways of improving all that we do, inside and out, is what gives us our edge in the marketplace.

We value CARING
We value caring about people. We care about their experience, their feelings and their environment, whether personal, local or in the wider world.

We value THERE
We value being there for our customers and colleagues when and where they need us. We are attentive, with genuine interest and guidance.

We value SHARING
We encourage the sharing of knowledge. What is a network without knowledge? The physical infrastructure and the technology are mere carriers. The experience and the insight that is shared between people, offices and Countries, that is the network. Sharing knowledge and experience is the platform for wisdom.

We value OPEN-MINDED
We value being open-minded, to lead the way we need to think differently. To overcome challenges we embrace them with open and inventive minds. Whether its using innovative techniques or adapting the way we work were constantly thinking of new ways to achieve more for all.

About the Company

Crown Worldwide Group is a privately owned, global logistics company founded in 1965 and headquartered in Hong Kong. We are an extraordinary and purposeful business committed to making it simpler to live, work and do business anywhere in the world, delivered through our broad portfolio of complementary brands. Together these enable us relocate people’s lives and possessions, help companies move teams to new locations near and far and help them manage their workspaces. We also transport, store and install precious art collections and keep company data and records safe, yet accessible.

We oversee a wide-ranging CSR program which supports local and global charities, actively champions employee wellbeing and continually seeks to reduce our environmental footprint. We are also proud of our diverse and inclusive culture. This provides all our employees with a sense of belonging which allows them to reach their full potential.