Operations Manager

Operations Manager - Customs Brokerage

Location: Dover
Salary: £50,000 (Negotiable)
Job Type: Full-time, Permanent

PSM Recruitment is working with a leading customs brokerage business to recruit an experienced Operations Manager to take full responsibility for their Dover office. This is a senior, hands on leadership role, acting as the first line decisionmaker for the site and playing a key role in driving operational excellence, compliance, and team development.

The Role

You will oversee day to day operations, ensuring productivity, accuracy, and service delivery are aligned with wider business goals. A strong focus of the role is on departmental structure, process improvement, automation, and people development, working closely with team leaders, specialists, and senior leadership.

Key Accountabilities

• Full responsibility for the daily operational performance of the Dover office

• Ensure high standards of productivity, accuracy, and compliance across all teams

• Work closely with the Brokerage Director and leadership team to implement policies, procedures, and systems

• Line manage Team Leaders and Specialists, aligning objectives and supporting mentoring across the declarant network

• Design and implement a framework for specialist roles, including tailored job descriptions aligned to individual skill sets

• Oversee systems automation and process improvements to increase efficiency and accuracy

• Build and maintain strong operational relationships with customers, both new and existing

• Ensure adequate staffing and coverage for the 24/7 shift system, including weekend on call rota

Key Responsibilities

• Lead by example, ensuring adherence to company policies and procedures

• Create, maintain, and improve Standard Operating Procedures (SOPs)

• Liaise with HMRC and other relevant authorities to facilitate customs clearance

• Produce and support weekly and monthly operational reports for Directors

• Conduct monthly internal reviews with key stakeholders to share best practice and drive continuous improvement

• Manage holidays, absences, return to work interviews, and HR documentation

• Carry out 1 2 1s, appraisals, and performance management processes

• Stay up to date with import, export, and transit legislation through industry webinars and seminars

• Act as the single point of contact for audits, working closely with the audit team and organising training to close skill gaps

• Support key client relationships alongside the Operations Manager and senior stakeholders

• Ensure Team Leaders actively manage customer IOPs and internal instructions

What to Expect

• Office based role in Dover

• Smart / casual dress code

• A fast paced and sometimes high pressure environment, supported by an experienced leadership team

• Occasional travel to other offices to support business needs

• Attendance at customer meetings, sometimes involving overnight stays

• Out of hours working as required to meet operational demands

About You

You will be an experienced customs or brokerage operations leader, confident managing teams, improving processes, and working in a regulated, time critical environment. Strong people management, stakeholder communication, and compliance knowledge are essential.