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
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Full responsibility for the daily operational performance of the Dover office
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Ensure high standards of productivity, accuracy, and compliance across all teams
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Work closely with the Brokerage Director and leadership team to implement policies, procedures, and systems
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Line manage Team Leaders and Specialists, aligning objectives and supporting mentoring across the declarant network
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Design and implement a framework for specialist roles, including tailored job descriptions aligned to individual skill sets
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Oversee systems automation and process improvements to increase efficiency and accuracy
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Build and maintain strong operational relationships with customers, both new and existing
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Ensure adequate staffing and coverage for the 24/7 shift system, including weekend on-call rota
Key Responsibilities
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Lead by example, ensuring adherence to company policies and procedures
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Create, maintain, and improve Standard Operating Procedures (SOPs)
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Liaise with HMRC and other relevant authorities to facilitate customs clearance
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Produce and support weekly and monthly operational reports for Directors
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Conduct monthly internal reviews with key stakeholders to share best practice and drive continuous improvement
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Manage holidays, absences, return-to-work interviews, and HR documentation
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Carry out 1-2-1s, appraisals, and performance management processes
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Stay up to date with import, export, and transit legislation through industry webinars and seminars
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Act as the single point of contact for audits, working closely with the audit team and organising training to close skill gaps
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Support key client relationships alongside the Operations Manager and senior stakeholders
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Ensure Team Leaders actively manage customer IOPs and internal instructions
What to Expect
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Office-based role in Dover
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Smart / casual dress code
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A fast-paced and sometimes high-pressure environment, supported by an experienced leadership team
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Occasional travel to other offices to support business needs
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Attendance at customer meetings, sometimes involving overnight stays
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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