At a Glance
- Tasks: Lead and support the Customs team in daily operations and customer service excellence.
- Company: Join a dynamic company within the Stena Line portfolio, focused on innovation and teamwork.
- Benefits: Enjoy a 35-hour work week, enhanced leave, and various health and wellness perks.
- Other info: Engage in social events and recognition awards while contributing to continuous improvement.
- Why this job: Be part of a success story while developing your leadership skills in a supportive environment.
- Qualifications: Experience in supervision and a passion for customer service are essential.
The predicted salary is between 30000 - 40000 £ per year.
We offer an exciting opportunity to be part of our success story and a fantastic employee centric business, part of the Stena Line portfolio.
The business has three pillars.
- Customs - Customs Link our newest business was created in response to post Brexit border complexities and takes a fresh approach to an old established business by digitalising the processes.
- Ferries – Established in 2003, Freightlink is one of Europe’s largest, whole of market freight ferry agencies.
We have achieved this through a complementary focus of delivering digitalisation and impeccable customer service.
- Freight forwarding – Freightlink Reload provides first class freight forwarding services throughout Europe by integrating with Freightlink’s freight ferry customers we can offer unrivalled access to hauliers throughout Europe.
What are we looking for?
We are seeking a highly organised and proactive experienced Supervisor to provide comprehensive support, guidance and development to the Customs team, while assisting in the day-to-day support to the Head of Customer Operations.
What will you be doing?
- Operational Supervision
- Supervise the day-to-day operation of the Customer Operations department.
- Ensure customs declarations, Port Pass services and associated operational activities are completed efficiently, accurately and within agreed service levels.
- Monitor departmental workflow throughout the day, proactively responding to changing priorities and demand.
- Allocate and reallocate work across UK and offshore teams to maximise productivity and service performance.
- Ensure operational priorities are clearly communicated and understood by the team.
- Escalate operational risks, resource constraints and service issues promptly to the Head of Customer Operations.
- Support the Head of Customer Operations in delivering departmental objectives and operational strategy.
- Leadership Team
Provide day-to-day leadership, coaching and support to
- Customs Specialists
- Customs Clearance Agents
- Customs Clearance Administrators
Responsibilities
- Daily supervision and support.
- Coaching and mentoring team members.
- Conducting regular one-to-one meetings.
- Supporting probation and performance reviews.
- Managing attendance, punctuality and annual leave.
- Identifying training and development needs.
- Supporting recruitment and onboarding activities.
- Promoting employee engagement and wellbeing.
- Building a positive, accountable and high-performing team culture.
- Leading by example through professionalism and excellent customer service.
- Workflow & resource Management
Responsible for the effective coordination of
- Port Pass workflows.
- Customer operational enquiries.
- Operational priorities.
- Resource allocation.
- Shift coverage.
- Daily workload planning.
- Including
- Coordinating work allocation between UK and offshore operational teams.
- Monitoring offshore productivity and service delivery.
- Ensuring effective communication and handovers across all operational locations.
- Supporting capacity planning to ensure operational demand is met.
- Escalating recurring capacity or performance concerns
- Operational Performance
Monitor and manage daily operational performance against agreed
- KPIs.
- SLAs.
- Productivity targets.
- Customer response times.
- Operational quality standards.
Responsibilities include
- Producing operational updates and performance information.
- Identifying trends and performance issues.
- Implementing corrective actions where appropriate.
- Supporting achievement of departmental objectives.
- Providing regular performance updates to the Head of Customer Operations.
Act as the first operational escalation point for
- Customer complaints.
- Service issues.
- Workflow bottlenecks.
- High-priority customers.
- Complex operational enquiries.
Responsibilities include
- Investigating operational issues.
- Coordinating service recovery.
- Maintaining regular communication with customers.
- Supporting positive customer outcomes.
- Escalating significant operational or commercial risks where appropriate
- Operational Governance
Support the implementation and maintenance of the department's operational governance framework by:
- Ensuring adherence to departmental Standard Operating Procedures (SOPs).
- Supporting consistent operational processes across the department.
- Monitoring compliance with agreed operational workflows.
- Identifying opportunities to improve operational efficiency.
- Participating in daily operational governance meetings.
- Maintaining accurate operational records.
- Supporting operational audits and reviews.
- Promoting consistency, accountability and operational discipline
Support the continuous improvement of Customer Operations by
Reviewing operational workflows.
Identifying inefficiencies and opportunities for improvement.
Supporting automation and technology initiatives.
Sharing best practice across the team.
Encouraging employee feedback and innovation.
Supporting the implementation of new operational processes.
Promoting a culture of continuous improvement and operational excellence.
Customer Experience
Support the delivery of an exceptional customer experience by
- Ensuring timely and professional customer communication.
- Reducing repeat customer contacts.
- Ensuring customer expectations are effectively managed.
- Promoting a customer-first culture throughout the department.
Work collaboratively with
- Head of Customer Operations.
- Head of Customs Technical & Development.
- Commercial Teams.
- Technology.
- Projects.
- Business Data.
- Finance.
- HR.
Support the implementation of operational improvements whilst ensuring agreed technical customs standards and company procedures are consistently embedded within operational delivery
Health Safety and Compliance
Ensure all operational activities are undertaken in accordance with
- Departmental Standard Operating Procedures (SOPs).
- Information Security policies.
- GDPR requirements.
- Health & Safety procedures.
- Agreed technical customs standards and company procedures.
- Promote a culture of professionalism, accountability and continuous improvement.
Who we are
We are an exciting blend of people with different experiences, different skills, come from different cultures and have our own input to bring to the table.
And although we’re all different, the glue that holds us all together is the simple desire to collectively be the best.
What do you get out of it all?
Our success comes from our people, the ideas they generate and the amazing results they bring. We place a great emphasis on the knowledge share and your development.
- We are not Google. We don’t have a slide or games consoles in the office, but we do offer:
- 35 hour week
- Birthday day off – after 1 years full service
- 6 free Stena Line ferry crossings per year – for you and your immediate family
- Enhanced annual leave – starting after 2 years service
- Employee Assistance Programme ‘Help at Hand’ – supporting you and your family with advice, guidance and counselling on a variety of areas
- Westfield Health Cash Plan – Claim back a proportion of your everyday healthcare and medical expenses
- Life assurance - £50,000 tax free lump sum to your loved ones through our death in service policy
- Retail discount scheme - access to a wide range of discounts on food and shopping
- Cycle scheme – save money on a new bike or accessories and spread the cost
- Tech scheme – up to 12% off tech and appliances at Currys whilst spreading the cost
- Learning and Development – we offer a range of learning opportunities
- Social events – trips to the pub, family activity days, and more.
- Recognition awards – via Employee of the Quarter
Please only apply if you can reliably commute to the office and complete office based training.
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Customer Operations Supervisor in Preston employer: CustomsLink, Ltd.
At Stena Line, we pride ourselves on being an employee-centric organisation that values diversity and fosters a culture of continuous improvement. As a Customer Operations Supervisor, you will benefit from a supportive work environment that prioritises professional development, offers competitive perks like enhanced annual leave and free ferry crossings, and encourages a collaborative spirit among team members. Join us in our mission to deliver exceptional customer service while enjoying a fulfilling career in a dynamic industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Supervisor in Preston
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CustomsLink, Ltd.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CustomsLink, Ltd. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Operations Supervisor in Preston
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CustomsLink, Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at CustomsLink, Ltd. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CustomsLink, Ltd.!
How to prepare for a job interview at CustomsLink, Ltd.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
