About John Mason International

John Mason International is one of the UK’s leading international moving companies, helping thousands of people and families relocate around the world every year.

Established in 1884, we have more than 140 years of experience in international moving and work with a trusted global network of overseas partners. We are proud to be a King’s Award for Enterprise – International Trade recipient and operate to some of the highest quality standards in the international moving industry.

Following our move into our new purpose-built headquarters in Kirkby, Liverpool, we are looking for an experienced Move Manager to join our team.

The Role

As a Move Manager, you will take ownership of customers’ international moves from booking through to final delivery.

Moving overseas is a major life event. Our customers need someone who is organised, knowledgeable and proactive, but also someone who understands that behind every shipment is a family or individual trusting us with virtually everything they own.

You will act as the main point of contact throughout the move, coordinating customers, shipping lines, freight forwarders, surveyors, operational teams, overseas agents and other suppliers to ensure each relocation runs as smoothly as possible.

This is a role with genuine responsibility. We want somebody who takes ownership, solves problems and keeps customers informed rather than waiting for them to chase us.

Key Responsibilities

• Manage international household goods moves from booking through to final delivery.
• Act as the main point of contact for customers throughout their relocation.
• Provide clear guidance regarding packing, shipping, customs documentation, transit times and destination requirements.
• Coordinate packing dates, collections, shipping and overseas delivery arrangements.
• Liaise closely with our operational teams, shipping lines, freight forwarders, hauliers and overseas partners.
• Ensure customers are proactively updated throughout their move, particularly where schedules or circumstances change.
• Prepare and obtain overseas agent and supplier quotations.
• Maintain complete and accurate move records within our move management system.
• Ensure all relevant correspondence, documentation, costs and operational information are recorded against each shipment.
• Monitor individual move profitability and identify opportunities to maximise revenue and control costs without compromising service.
• Review supplier invoices and ensure charges are correct.
• Produce customer and/or agent invoices and supporting documentation where required.
• Ensure insurance is offered and relevant documentation completed in accordance with company procedures.
• Deal proactively with customer queries, problems and complaints.
• Escalate potentially serious service, operational or financial issues promptly.
• Maintain strong professional relationships with our network of overseas agents.
• Ensure moves are managed in accordance with company procedures and relevant BAR, FIDI/FAIM and industry standards.
• Work closely with colleagues across Sales, Operations, Shipping and Finance to deliver an excellent end-to-end customer experience.
• Maintain confidentiality at all times.
• Undertake other reasonable duties required as part of the role.