Tell us a little about yourself. You’ve worked in Global Mobility for many years. What first attracted you to the industry, and what has kept you here?
I honestly stumbled into the industry, however once I landed my feet I loved the role of being able to support and advise people navigate their complex journeys and I think it called on my natural instinct of wanting to help people and provide guidance.
Looking back, how has the role of an RMC changed? What are the biggest changes you’ve seen in the industry since you started?
Coming from a larger RMC to a smaller one I have had the wonderful opportunity to see first hand how much of a difference we can make to someone’s relocation when you are able to give it the personal touch and offer the human element of support opposed to the robotic standardised email communication. It is nice to see how the industry although advancing in technology is not letting go of the human aspect and appreciating the impact of having a human being to speak to on the other end of a phone call.
What do you enjoy most about your role today? What gets you out of bed in the morning, even after all these years?
Being able to network with different partners and clients across the globe has exposed me to being able to work amongst people of different cultures, work styles and expectations. It has been a continuous learning curve.
What have you learned from supporting hundreds of international moves?
Is there one lesson that has stayed with you throughout your career?
No relocation is the same, there are always different nuances that affect a relocation in terms of timescale, priorities and services and it is a privilege being able to be in a position where I am able to advise based off experience and improve someone’s experience is very satisfying.
You’ve worked with different relocation providers. What made you choose Heart Relocation? What makes Heart different from other RMCs you’ve worked with?
Being able to personalise and offer that 1-2-1 support with the human element and to tailor each move according to their needs and suitability.
What does great customer service mean to you? How do you make sure every assignee feels supported, especially during what can be a stressful time?
Having the freedom to proactively outreach to each assignee, via email or phone call, whether it is during or after a service allows for trust and a rapport to be built. It provides opportunity to discuss their process and gives them opportunity to raise any concerns or wobbles they may have. Being able to actively listen during these outreaches can provide us with extra information that we may not have received via an email.
Is there a relocation that has really stayed with you? Can you share a story where your support made a real difference to an assignee or their family?
(This will almost certainly become the heart of the article.)
One relocation that has always stayed with me involved supporting an assignee and their partner during an incredibly delicate IVF journey. What made this experience particularly memorable was that they entrusted me with a very personal part of their lives while navigating the pressures and uncertainties of an international move.
The relocation itself was complex, but what stood out was the human element. Throughout the process, the assignee kept me updated on their IVF treatment milestones, appointments, and the emotional highs and lows they were experiencing. I felt privileged that they trusted me enough to share that journey, and it reinforced the importance of creating a supportive and compassionate environment for our assignees.
Knowing what they were going through, I worked closely with our partners and internal teams to provide as much flexibility and reassurance as possible. We adjusted timelines where we could, helped minimise additional stress points, and ensured that communication was clear and proactive so they could focus on what mattered most to them at that time.
Several months later, the assignee reached out to share the wonderful news that their treatment had been successful. They told me that having someone who understood their situation, listened without judgement, and helped remove some of the relocation pressures had made a real difference during one of the most emotional periods of their lives.
That experience has stayed with me because it reminded me that global mobility is about far more than moving people from one location to another. It’s about supporting individuals and families through significant life events, building trust, and making a positive impact when people need it most.
Global Mobility is becoming increasingly digital. How do you see the balance between technology and the human touch? Can technology replace personal support?
Personally I think technology is always advancing and yes it can replace support, but can it replace it and do it as effectively as a human? NO. Not in my opinion. Real human interaction will never be replacable at the same standard. We all have that same feeling when we call an automated phoneline and are put through bots on the other side of a call – With Heart we are proud to say that there will always be a human being on the other end of a phone call!
If you could give one piece of advice to someone relocating internationally for the first time, what would it be?
Create a timeline, understand your priorities and the stages that need to be completed in order to get there. The journey is a cycle and we must work in synergy together to ensure we follow the chronology of stages, taking into consideration different timezones, cultures and working styles.
Looking ahead, what excites you most about the future of Global Mobility?
What opportunities do you see for our industry over the next few years?
Although we all dread the take over of AI, Ultimately, it is our technology that differentiates us from each other. Without allowing AI to take over, it is important we allow it to supplement and streamline our services making it easier to collaborate between partners/clients etc. It will be interesting how technology supports us strengthen our connection and flow of information with our partners.
Bonus questions
If you had to describe Heart Relocation in three words, which would you choose—and why?
Caring – We are people focused and genuinely prioritise the wellbeing of our assignees and their families.
Trusted- Successful relocations are built on trusts between clients, assignees, partners. Being trusted by all stakeholders instills confidence in the service we provide
Personal – We treat each relocation on its own individual merit . Rather than taking a one-size-fits-all approach, Heart Relocation takes the time to understand individual circumstances, challenges, and goals.
When you’re not helping people relocate across the world, where are we most likely to find you?
Without a doubt either in the garden centre or in my own garden!