Deputy Head of Trade Documentation and Services

Merrifield Consultants are delighted to be partnering with a networking and business support organisation to recruit a Deputy Head of Trade Documentation and Services. This is a fantastic opportunity to join a respected institution playing a pivotal role in supporting UK businesses trading internationally. You will lead a high-performing team and help shape the future of documentation services.

Summary of the Role:

• Lead daily operations and team management across a broad range of trade documentation services.
• Drive process improvement, compliance and customer service excellence.
• Support strategic service development while acting as deputy to the Head of Department.

Details of the Role:

• Location: Central London
• Salary: £50,000 – £55,000 per annum
• Contract: Full-time, permanent
• Team size: 13 direct reports

Responsibilities:

• Line manage and develop a team responsible for issuing trade documentation, ensuring high standards and regulatory compliance.
• Maintain service quality, monitor KPIs, and support ongoing workflow improvements.
• Lead recruitment, onboarding, and performance reviews in collaboration with supervisors.
• Liaise with internal teams (IT, Finance, etc.) and external stakeholders including software providers and industry regulators.
• Support system upgrades, user testing, and the rollout of new digital documentation services.
• Take an active role in risk management, including claims handling and audit preparation.
• Assist in business development by nurturing relationships with key clients and identifying service growth opportunities.
• Coordinate daily operations including Certificates of Origin, ATA Carnets, Legalisation and Customs Declarations.

Person Specification:

Essential:

• Demonstrable experience in team leadership or operational management.
• Strong working knowledge of customer service excellence and stakeholder engagement.
• Experience with claims handling and/or debt collection.
• Skilled in decision-making, time management, and problem-solving.
• Confident in using CRM systems and Microsoft Office applications.
• High attention to detail, able to work under pressure and manage competing priorities.
• Experience managing third-party suppliers.

Desirable:

• Technical experience with trade documentation (e.g., ATA Carnets, Certificates of Origin, Customs Declarations).
• Project management experience, particularly with system implementation or service improvements.

If you’re a proactive and experienced operations or service delivery professional with a background in trade or compliance, we’d love to hear from you.

Merrifield Consultants are committed to equality, diversity, and inclusion. Applications are encouraged from all sections of the community. We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.