Role Profile
Our client is a well-established business offering customs and freight service solutions across Europe. As Customer Clearance Manager, you will take ownership of the day-to-day performance and development of a strong customs clearance team. Reporting directly to the Managing Director, you will be responsible for ensuring a consistently high standard of customer service, overseeing complex customs and compliance queries, and providing clear, consultative advice on UK and EU customs movements, including GB to NI trade and Windsor Framework implications. This is a hands-on leadership role where you will balance technical expertise with people management, supporting business growth, service excellence, and the continued evolution of a tech-enabled, highly respected customs operation.
Role Responsibilities
1. Lead, manage and develop a team of customers clearance agents, fostering strong collaboration, engagement and consistent performance.
2. Oversee end-to-end customs clearance activities, ensuring accurate, compliant and timely processing of UK & EU movements, including GB to NI trade under the Windsor Framework.
3. Ensure delivery of a consistently high standard of customer service, monitoring workloads and service levels through a ticketing or case management system.
4. Provide clear, practical and consultative advice to customers and internal teams to support efficient border movements and minimise disruption or delays.
5. Maintain up-to-date knowledge of customs legislation and regulatory changes, translating complex requirements into clear guidance.
6. Support training, onboarding and ongoing development of team members to build capability, resilience and succession within the department.
Key Skills & Experience
7. Strong, hands-on experience in UK and EU customs clearance within a fast-paced, service-driven or compliance-led environment.
8. Strong working knowledge of post-Brexit customs regulations, including GB to NI movements and the Northern Ireland Protocol or Windsor Framework.
9. Proven people management experience, with the ability to lead, coach, and develop a multi-skilled team to deliver consistently high service levels.
10. Demonstrable experience overseeing customer service delivery using ticketing systems or structured case management workflows to manage workloads, priorities, and response times.
11. Confident in handling complex customs queries and providing clear, consultative advice to customers and internal stakeholders.
12. Well organised, detail focused, and comfortable balancing operational delivery with people management and continuous improvement.
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