As aHub Operator, you will be responsible for coordinating and administering local port agents and suppliers within designated regions, ensuring customers’ port calls are managed accurately, efficiently and in line with customer requirements. The role involves liaising with customers, agents and suppliers, maintaining accurate operational and financial information, monitoring performance and supporting the timely and cost-effective delivery of port agency services.
Main duties and responsibilities
- Manage customer requirements for nominated vessels, ensuring port calls are correctly set up and maintained in ShipTrak (or other internal systems), customer web portals and other relevant systems.
- Act as a key point of contact for customers, local port agents, suppliers and other relevant parties, providing clear and timely communication throughout the port call.
- Monitor port calls and changing port situations, ensuring customer instructions, operational requirements and agreed timescales are followed.
- Ensure operational information, documentation and system records are complete, accurate and maintained in accordance with customer requirements and internal procedures.
- Review and maintain accurate port cost information, including Port Cost and Baseline Templates (PCTs/BLTs), Estimated Disbursement Accounts (EDAs), Final Disbursement Accounts (FDAs) and other relevant port call information.
- Monitor the performance and timely reporting of local port agents and suppliers against agreed service standards and Key Performance Indicators (KPIs), escalating or addressing issues where appropriate.
- Work with the Hub Accounts Team to support the accurate processing and reconciliation of port costs and disbursements, including ensuring agents are advanced funds and outstanding balances are settled within required timescales.
- Complete monthly surveillance checks and periodic assurance audits of local port agents in accordance with agreed schedules, maintaining associated records and KPI reports.
- Maintain and monitor Masters’ Evaluation Forms, port information and relevant market intelligence, taking appropriate action where issues or opportunities are identified.
Support the Hub General Manager with operational statistics, reporting and analysis, and proactively identify opportunities to improve efficiency, service and cost effectiveness. Participate in the out-of-hours and weekend arrangements required to meet customer and operational needs.
Carry out any other reasonable duties commensurate with the role which may be required by management from time to time.
About you
You are a passionate team player who understands the importance of clear communication and collaboration. With a solid foundation in the shipping industry, you bring excellent verbal and written communication skills. You will be adept at handling unexpected challenges with poise. Your IT literacy, particularly in MS Word, Excel, and Outlook, equips you to maintain accurate records and efficient filing systems. Your customer-oriented nature enables you to build lasting relationships with clients while adapting to the fast-paced maritime environment.
This role is based in Basildon, Essex. If you are successful for this role you will be required to prove your right to work in the UK.
- GCSE Grade 4 (or equivalent) in Maths and English.
- Attention to detail with a thorough and accurate approach to work.
- Organisational skills with the ability to prioritise and manage multiple tasks.
- Written and verbal communication skills.
- Customer service skills with a professional and responsive approach.
- Able to work independently and manage own workload effectively.
- IT skills, including proficiency in Microsoft Office and the ability to use operational systems accurately and efficiently.
- Ability to work outside normal office hours and participate in an on-call rota where required.
- Institute of Chartered Shipbrokers (ICS) qualification or relevant maritime qualification.
- Previous experience or knowledge of the shipping, port agency or maritime industry.
- Previous experience in a customer service, operational or administrative role.
- Forward-thinking and proactive approach to problem solving.
Hub Operator – Basildon, Essex employer: Vertomcory
As a Customer Services Operator in Glasgow, you will thrive in a dynamic work environment that values teamwork and clear communication. The company offers competitive benefits, a supportive culture focused on employee growth, and opportunities for cross-training to enhance your skills in the shipping industry. With a commitment to high standards of customer service and operational excellence, this role provides a meaningful opportunity to contribute to the success of global logistics.
