UK - Senior Agency Operator (ROC) in Falkirk

The Regional Operations Centre Operator provides centralised operational support to port agency and crew logistics activities across the UK and Northern Europe. Acting as a key point of contact, the role coordinates port agency appointments, husbandry services and crew logistics through a network of internal teams and local partner agents, delivering a responsive, compliant and customer-focused service on a 24/7 rota basis.

Key Responsibilities

• Act as the first point of contact for all Regional Operations Centre (ROC) enquiries, delivering a responsive, customer-focused service on a 24/7 rota basis.
• Coordinate remote port agency and husbandry operations across the UK and Northern Europe, working with local sub-agents and partners.
• Manage end-to-end port agency appointments, from enquiry and nomination through port call and final documentation (FDA), including commercial cargo, cruise, bunker, customs and husbandry calls.
• Proactively coordinate port services, vendors and suppliers to minimise vessel idle time, including berthing arrangements, pilots, towage, lines and terminal services.
• Prepare and manage PDAs, pre-funding requests, pre-arrival documentation, customs clearances, Statements of Fact and cargo documentation.
• Provide real-time vessel updates to principals and stakeholders and maintain principal-specific operating systems.
• Coordinate vessel husbandry services, including crew changes, crew logistics, technicians, spares, provisions, bunkers, fresh water, waste removal, surveys and inspections.
• Deliver Crew Logistics Services (CLS), arranging crew transfers, meet & greet, accommodation and associated husbandry services in liaison with internal and external stakeholders.
• Manage the release of imported motor vehicles, including Bills of Lading tracking, ETA notifications, customs and inventory coordination, invoicing and payment collection.
• Maintain accurate records of port, terminal and berth information, tariffs and restrictions.
• Ensure data integrity across internal systems, compliance with SOPs, KPIs and customer-specific requirements, and timely handover to Finance.
• Escalate operational issues as required and support continuous improvement initiatives to enhance efficiency, reduce costs and improve service delivery.
• Support disbursement activities, supplier invoicing processes, tender support, rate negotiations and identification of new business opportunities.

Candidate Requirements

• Prior port agency experience or a background/education in the maritime, shipping or logistics field is desirable.
• Maritime or ICShipping qualification (or willingness to work towards it) desirable.
• Strong communication and leadership skills with a practical, hands-on approach.
• Highly organised with excellent time management skills and the ability to multitask in a fast-paced, high-pressure environment.
• Proven ability to prioritise workload and meet strict deadlines.
• Competent user of Microsoft Office, including Outlook, Excel and Word.
• Experience working in a front facing customer service role.
• Experience of working to pre-defined processes and procedures.
• Experience of (or willingness to work in) an out of hours (non-Monday to Friday) role.
• Experience of being rostered on-call with a duty phone desirable.

You will receive

• A diverse range of benefits, depending on your geographical location.
• A place to grow your career – we’ll help you set big goals and exceed them.
• Competitive salary package.
• Work with talented, committed, and supportive teammates.
• Value Award celebration events.

Equal Opportunity Statement

Inchcape is an Equal Opportunities Employer – equality, diversity, and inclusion are at the heart of everything we do. Working in a diverse society, we recognise that our customers, colleagues, and contractors are central to our success.