Vialto Employee Care Consultant (Global Mobility) London
Job description
Company Description At Vialto we create the connections that build global careers and societies, bridging the gap between people and their aspirations. As the world of work continues to evolve, we are bringing together the individuals, ideas and technology to unlock business and human growth. Our globally-integrated solutions support global workforce mobility, including immigration, tax, managed services, and digital solutions. As a trusted advisor of compliance, consulting, and technology services to multinational corporations, we solve complex, cross-border workforce mobility challenges to ensure our clients and their employees have a fulfilling, consistent and compliant global mobility experience. Job Description Vialto Partners is committed to creating a globally-connected exceptional experience for our clients’ mobile employees as they embark on international assignments and relocations. The Vialto Employee Care Consultant plays a vital role in supporting our clients’ diverse workforce with their global mobility needs. We prioritize employee experience and strive to provide unparalleled support, empathy, and guidance throughout the entire mobility lifecycle. As a Vialto Employee Care Consultant you will be an integral part of our team, supporting our clients’ employees and their families transition smoothly to new locations. Our Vialto Employee Care Consultants have a strong focus on delivering outstanding client service with a human touch. The Vialto Employee Care Consultant is the primary point of contact for managing the mobility services for the client’s employees. Consultants are expected to anticipate questions from employees and to provide a connected experience, troubleshooting any issues with the clients’ service providers as well as internal functions. And whilst the support we provide is aligned with best practices across the industry, we know that a one size fits all approach to delivering exceptional service isn’t the same across all clients. The Vialto Employee Care Consultant will understand in depth and detail the individual client company culture and have a commitment to creating an exceptional employee experience. Responsibilities include (but are not limited to): Facilitating the assignment/ relocation of mobile employees by understanding and providing information on relevant policies, procedures, and available resources to client stakeholders, proactively and with care. Familiarizing employees with the company's global mobility policies and ensuring adherence to established guidelines during the relocation process. This includes addressing any questions or concerns regarding policies and providing appropriate suggested resolutions. Serving as the primary point of contact for employees and their families in their relocation journey. Being able to quickly and effectively assess complex employee queries (via email, video chat and phone) and provide accurate, timely, and complete responses to questions and concerns Demonstrating strong commitment to delivering world-class employee service. Empathizing with employees' challenges, actively listening to their needs, and proactively seeking solutions. Liaising with, initiating, and managing other providers as expected (e.g., relocation, healthcare, immigration, tax) Documenting detailed notes for all employee interactions as part of day-to-day case management Managing a portfolio of employee relocation cases simultaneously. Prioritizing tasks effectively and maintaining meticulous records of all interactions and activities related to each case. Managing end to end lifecycle processes through relevant tools and platforms Identifying opportunities for process optimization and customer experience enhancements Meeting or exceeding KPIs, SLAs, and metrics Ensuring all billing and recording of hours is accurate and timely Qualifications Preferred knowledge/skills 5+ years of relevant experience in global mobility, expatriate services, or related areas with a strong focus on customer experience and support Solid understanding of the global mobility lifecycle, including policies, compensation and benefits, relocation, immigration, tax, and international relocation processes Excellent verbal and written communication skills Have a proactive approach and ability to anticipate client needs Exceptional interpersonal skills with the ability to connect with individuals from diverse cultural backgrounds Ability to think quickly and creatively, anticipating client needs Proven ability to manage large client volumes with strong time management skills and ability to self-direct Detail-oriented and highly organized, with the ability to manage multiple tasks simultaneously Great active listening skills Patient and empathetic attitude Adaptability and flexibility Strong problem-solving and conflict-resolution abilities Familiarity with relevant software applications and database Additional Information Minimum and Preferred Requirements: 5+ years of relevant experience in global mobility, expatriate services, or related areas with a strong focus on customer experience and support Solid understanding of the global mobility lifecycle, including policies, compensation and benefits, relocation, immigration, tax, and international relocation processes Fluency in both written and spoken English is required, knowledge of additional languages is beneficial.
