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 decisionmaker 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.
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