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