Hours: Operate a 4 on/4 off shift pattern working hours are 07:00 - 19:00
Salary: £35,000 per annum
Candidate Profile
You will be a confident, hands on team lead who can coordinate workloads, coach colleagues, and maintain high customer service standards across the team. You will also be comfortable setting expectations, managing response times, and stepping in to support escalations to keep service levels consistently on track.
Key Responsibilities
* Manage and allocate the shared Outlook mailbox, monitoring volumes to ensure customer enquiries are handled within agreed service levels.
* Complete IPAFFS applications accurately and within required deadlines/timeframes.
* Work closely with the Financial Manager and Credit Controller on cash account queries and cash payment related issues.
* Ensure the Admin Assistant obtains and confirms job numbers directly with customers for all new job requests.
* Handle inbound customer calls, provide updates, and manage escalations in a professional manner to protect service quality.
* Ensure all mailbox emails are acknowledged within 1 hour and responded to within 4 hours; elevate any unresolved issues to the Manager.
* Partner with internal teams to maintain clear communication and smooth service delivery.
* Provide day-to-day direction and support to the team when the Brokerage Manager is not available.
* Support the training, onboarding, and ongoing development of new starters to help maintain consistent performance and service standards.
* Issue rate sheets and account opening documentation to prospective customers, coordinating with the finance team to secure timely feedback and next steps.
* Attend weekly meetings with the EU Desk Manager and Commercial Manager to review:
* Customer feedback, concerns, and service issues.
* Training needs and development actions within the team.
Experience of working in a similar role in Customs is essential for this role.
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