Customs Specialist

The purpose of the role is to support all administrative activities within the Customs Department to enable the servicing of internal stakeholders and external customers. A significant aspect of this role is working to contractual terms with a range of customers.

How you create impact

• Deliver daily customer communication, providing high quality service aligned with KN Customer Experience values and act as the first line of escalation for customer issues.
• Work within agreed customer SLAs to ensure timely and accurate service delivery.
• Support invoicing processes by preparing accurate backing data and ensuring all activities are invoiced, including use of the Duty Deferment Account.
• Facilitate MBR/QBR meetings for assigned customers using standardised templates.
• Root causes of issues, highlight recurring failures, and support continuous improvement.
• Assist in preparing and presenting import and export documentation.
• Support hyper care activities during the onboarding of new business.
• Complete daily, weekly, and monthly reporting and auditing to ensure compliance with HMRC regulations and KN standards.
• Collaborate effectively with internal stakeholders to support smooth operational performance.
• Contribute to reviewing and updating SOPs to maintain accurate and efficient processes.

What we would like you to bring

• Customer service excellence able to communicate clearly, professionally, and confidently with customers on a daily basis, managing expectations and building trust.
• Problem-solving and root-cause analysis capable of identifying underlying issues, spotting patterns, and contributing to corrective actions.
• Planning and organisation able to prioritise tasks, manage multiple customer accounts, and meet SLAs.
• Attention to detail and compliance focus ensure accurate customs declarations, invoicing data, reporting produced.
• Escalation management confident acting as first line escalation and knowing when to involve management.
• Understanding of customs processes knowledge of import/export procedures, documentation requirements, and HMRC regulations.
• Ownership mindset takes responsibility for queries, tasks, and outcomes.

What’s in it for you

• As well as our competitive pay rates and superb training opportunities, we also offer a great working environment.
• You will be respected and valued if you work for us and have genuine opportunities to progress and develop.
• 26 days holidays plus bank holidays.
• 2 volunteering days per year.
• 3 x Life Assurance Option if you join the KN Route.
• 2 pension scheme.
• A tailored personal development and training programme.
• Trusted and empowered to deliver and be your best.
• We are happy to talk about flexible working. Please ask about alternative patterns of work at interview.
• Enhanced Maternity/Paternity Leave.
• Childcare Vouchers.
• Cycle to work scheme.
• Discount on high street stores and local supermarkets (Tesco, Asda, Sainsburys & more).
• Refer a friend scheme.

As proud holders of the Gold Covenant, we are a forces-friendly employer who recognise the skills, expertise and value service leavers bring to our organisation.