Job Description Operations Manager – Customs Brokerage Location: Dover Salary: £50,000 (Negotiable) Job Type: Full-time, Permanent PSM Recruitment is working with a leading customs brokerage business to recruit an experienced Operations Manager to take full responsibility for their Dover office. This is a senior, hands-on leadership role, acting as the first-line decision maker for the site and playing a key role in driving operational excellence, compliance, and team development. The Role You will oversee day-to-day operations, ensuring productivity, accuracy, and service delivery are aligned with wider business goals. A strong focus of the role is on departmental structure, process improvement, automation, and people development, working closely with team leaders, specialists, and senior leadership. Key Accountabilities Full responsibility for the daily operational performance of the Dover office Ensure high standards of productivity, accuracy, and compliance across all teams Work closely with the Brokerage Director and leadership team to implement policies, procedures, and systems Line manage Team Leaders and Specialists, aligning objectives and supporting mentoring across the declarant network Design and implement a framework for specialist roles, including tailored job descriptions aligned to individual skill sets Oversee systems automation and process improvements to increase efficiency and accuracy Build and maintain strong operational relationships with customers, both new and existing Ensure adequate staffing and coverage for the 24/7 shift system, including weekend on-call rota Key Responsibilities Lead by example, ensuring adherence to company policies and procedures Create, maintain, and improve Standard Operating Procedures (SOPs) Liaise with HMRC and other relevant authorities to facilitate customs clearance Produce and support weekly and monthly operational reports for Directors Conduct monthly internal reviews with key stakeholders to share best practice and drive continuous improvement Manage holidays, absences, return-to-work interviews, and HR documentation Carry out 1-2-1s, appraisals, and performance management processes Stay up to date with import, export, and transit legislation through industry webinars and seminars Act as the single point of contact for audits, working closely with the audit team and organising training to close skill gaps Support key client relationships alongside the Operations Manager and senior stakeholders Ensure Team Leaders actively manage customer IOPs and internal instructions What to Expect Office-based role in Dover Smart / casual dress code A fast-paced and sometimes high-pressure environment, supported by an experienced leadership team Occasional travel to other offices to support business needs Attendance at customer meetings, sometimes involving overnight stays Out-of-hours working as required to meet operational demands About You You will be an experienced customs or brokerage operations leader, confident managing teams, improving processes, and working in a regulated, time-critical environment. Strong people management, stakeholder communication, and compliance knowledge are essential.