Removals Customer Service Agent

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Removals Customer Service Agent

Location: Cranleigh, Surrey

Hours: Full time (40 hours per week, Monday-Friday).

An exciting opportunity has arisen to join our local Sales and Customer Service Team at our Cranleigh Removals branch. Bournes provides a portfolio of services to a diverse range of clients and we are looking for an experienced Sales and Move Coordinator to continue to develop our business in the local area. 

We are looking for a dynamic individual who is passionate about customer service and who has a proven track record of taking ownership and going the ‘extra mile’ ensuring ultimate customer satisfaction.

Key responsibilities:

  • You will be the key contact for local customers, responding to enquiries via email, telephone and in-person and following up on marketing-driven enquiries. 
  • Book surveys, issue quotations and revise if changes occur.
  • Provide guidance for customers on our range of services, including additional services such as packing, crating, parking and insurance.
  • Liaise with operations team to confirm bookings. Confirm all actions with customers and update CRM system (Moveware) with the necessary information and paperwork.
  • Manage storage accounts - opening and closing as required, completing necessary documentation and invoicing. 
  • Liaise with customers and any third parties to ensure all aspects of the move are delivered smoothly - from packing and transport to transit schedules, delivery and after-sales service. 
  • Manage all aspects of the move through CRM system (Moveware) from acceptances and billing to preparing crew paperwork, managing supplier charges, communication with customers and payments of sales invoices.
  • Be the point of contact/coordination for the customer before, during and after the move to ensure that everything runs smoothly and all issues are managed effectively. 


We'd love to meet you if you are:

  • Experienced as a Move Coordinator /Manager with UK moving experience an essential requirement.
  • An excellent communicator (verbal and written) who takes pride in meeting your deadlines and consistently delivers.
  • Passionate about great customer experience with excellent customer service skills and the ability to be calm and empathetic towards customers.
  • A stickler for attention to detail. 
  • Positive with a proactive approach to solving customer issues.
  • Organised with excellent prioritising skills and ability to work under pressure and manage your time effectively
  • Experienced in working to meet targets
  • Commercially aware with an ability to maximise revenues and control costs.
  • Able to work independently but also as part of a team and share best practices. 
  • Experience of Moveware or other industry CRM/Move Management software is advantageous. 

Benefits offered

  • Contributory pension scheme
  • Wellness programmes
  • Company events & social hours
  • On-site parking
  • Life insurance
  • Referral programme

If you'd like more information or a full copy of the job description please email 


Interested? Fill in the form on this page to apply now! 



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“I joined Bournes early in 2014 as a UK move coordinator with no experience. I really liked that the company was a family run business and I am supported to progress and grow in my role. I’ve learnt a lot on the job from my colleagues as well as through training opportunities like the FIDI EiM course in Amsterdam which I passed in 2015 before joining the International Move Coordination team and later becoming the team manager. What I love most about my job is our team, and the colleagues who have become best friends.”

Alice Doucy

Customer Services Manager

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"During a really frightening and uncertain time for all of us (Coronavirus Lockdown 2020), Bournes has been a steady rock in a very torrential storm. The care and attention they’ve given to us, their employees, has been second to none both professionally and personally.

Through ensuring that we are up to date and comfortable with all the information we’ve been provided, they’ve also been diligent in ensuring working together remains safe for both our valued crew and our valued customers when business recommenced. It’s a huge hurdle for a company to overcome and Bournes have done it incredibly gracefully."

Emily Yates

Move Manager

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