What do we do?
We offer an exciting opportunity to be part of our success story and a fantastic employee centric business, part of the Stena Line portfolio.
The business has three pillars.
- Customs - CustomsLink our newest business was created in response to post Brexit border complexities and takes a fresh approach to an old established business by digitalising the processes.
- Ferries – Established in 2003, Freightlink is one of Europe’s largest, whole of market freight ferry agencies. We have achieved this through a complementary focus of delivering digitalisation and impeccable customer service.
- Freight forwarding – Freightlink Reload provides first class freight forwarding services throughout Europe by integrating with Freightlink’s freight ferry customers we can offer unrivalled access to hauliers throughout Europe.
What are we looking for?
We are on the lookout for someone to develop and execute our European Customs strategy.
Key Responsibilities
- Own CustomsLink P&L.
- Deliver the highest standards of compliance, delivering AEU status and 9001 standards. Support major customs with expert advice, to deliver compliance and commercial efficiencies.
- Drive our technology forward, to ensure our platform remains at the cutting edge, which in turn will deliver customer growth,
- Optimise our Customs technologies such as CDS, ICS2, AIS, and CargoWise, to ensure integration and quality and performance throughout our service.
- Develop long term partnerships with other commercial enterprises to develop value add customs services to help support business development.
- Represent the business with customs authorities, trade bodies and all regulatory bodies including HMRC, Irish revenue, Border Force and DEFRA.
In order to do this, you will develop, support and manage a team of customer service consultants and customs experts within Customs Team assuring the highest service standards are being met.
1) Strategy & Governance
- Set the division strategy (1–3 years): service portfolio, market positioning, capacity roadmap, and risk posture.
- Define the operating model (structure, roles, decision rights) and align it with business growth plans.
- Establish governance: quarterly business reviews, risk registers, policy frameworks, and Board reporting cadence.
- Own the Customs SOP framework—approve, publish, and ensure adoption across all teams and partners.
2) Compliance & Risk (UK/EU Customs)
- Act as the Accountable Executive for customs compliance (e.g., HMRC/CDS, GVMS, NCTS, EMCS, AEO status if applicable).
- Maintain a proactive audit program: internal reviews, corrective action plans, regulatory submissions, and training.
- Oversee incident management (breaches, penalties, customer escalations); ensure root cause analysis and remediation.
- Partner with the Compliance Manager to set quality thresholds (accuracy, timeliness, documentation integrity).
3) Operational Leadership
- Provide directional leadership to the Head of Customer Service, Team Leaders, Customs Specialists, and 3rd parties.
- Approve capacity & workforce plans (forecasting, shift models, resourcing) to meet demand variability.
- Set and review division KPIs (e.g., declaration accuracy %, cycle time, SLA attainment, rework rate, first‑time pass).
- Sponsor process improvements to remove bottlenecks and achieve targeted declarations and throughput.
4) Financial & Commercial Ownership
- Own the Customs P&L—budgeting, revenue/margin performance, cost controls, and investment plans.
- Approve pricing and commercial policies for customs services; support strategic bids and contract negotiations.
- Track customer penetration and profitability by segment; deploy actions to improve mix and yield.
- Produce monthly/quarterly performance packs (financials, risks, opportunities) for Board review.
5) Technology, Data & Transformation
- Set the technology roadmap with IT: platform enhancements, integrations, automation (RPA), and analytics.
- Ensure robust data quality and MI dashboards (productivity, error rates, SLA compliance, customer sentiment).
- Sponsor digitisation and continuous improvement programs; quantify benefits (time, cost, quality).
- Oversee business continuity and resilience (failover procedures, capacity surge plans).
6) Customer & Stakeholder Leadership
- Serve as the senior escalation point for strategic clients; lead quarterly business reviews for top accounts.
- Align customer experience standards across teams; ensure consistent service for medium and small customers.
- Drive cross‑functional collaboration (Sales, Operations, Finance, IT) to improve end‑to‑end service.
- Manage strategic vendor/partner relationships and performance (SLAs, compliance, and contractual outcomes).
7) People, Culture & Capability
- Build a high‑performance culture: clarity of goals, coaching, recognition, and accountability.
- Approve hiring, development plans, and succession for key roles; invest in technical and leadership training.
- Conduct periodic talent reviews; maintain bench strength and future‑ready skills (regulatory, digital, analytics).
- Ensure effective performance management: objectives, 1:1s, reviews, and corrective actions where necessary.
What do you need to succeed?
Essential
Experience
- Minimum of 2 years' experience working within the customs industry
- Minimum of 3 years' experience working in a similar role and managing a team
Skills and Ability
- Excellent communication and inter-personal skills, both orally and in writing, demonstrated through a clear professional manner
- Highly developed communication skills, ranging from informal discussions, formal presentations, and written reports including data analysis covering both oral and written skill
- Proven ability to work without close supervision and plan, manage prioritise/organize own workload and activities, and those of others, in a manner which ensures all objectives of the role are met in a timely fashion
- Demonstrable ability to think and plan strategically, tactically, and creatively and to prioritise competing demands
- Demonstrable ability to implement and manage KPI’s and SLA’s based on known practices
- Demonstrable ability to operate under pressure and manage conflicting demands to achieve required deadlines
- Proven ability to review and analyse processes in order to achieve improvements
- Demonstrable ability to motivate and engage team
- Demonstrable ability to coach, mediate and train others, and model these behaviours to direct reports (team leaders)
- Demonstrable ability to performance manage the team
- Evidence of ability to manage relationships with the team and wider business successfully, with a people-centred approach to business
- Proven ability to develop and maintain customer relationships
Knowledge and Experience
- Understanding and applications of customs legislation, processes and procedures
- Working knowledge of the systems (CargoWise, Chief…)
- Experience of using MS Excel, Word, PowerPoint and Outlook to produce professional documents, manage data and communicate effectively
- Willingness to keep up to date, and ensure compliance with all applicable legal and regulatory requirements, including data protection regulations, HMRC and other industry rules and best practices
Personal Attributes
- Commitment to the behaviours and values recognised by the company in relation to excellent customer service
- Professional attitude at all times
- Adaptable and approachable
- A “get it done” attitude”
- Ability to portray an idea well and “sell it” to the team
- Focus on the strategy to make change/improve
Desirable
Qualification
- Team Leading L5
What do you get out of it all?
Our success comes from our people, the ideas they generate and the amazing results they bring. We place a great emphasis on the knowledge share and your development.
We are not Google. We don’t have a slide or games consoles in the office, but we do offer:
- 35 hour week
- Hybrid working – 3 days in the office and 2 working from home per week after training period
- Birthday day off – after 1 years full service
- 6 free Stena Line ferry crossings per year, for yourself or immediate family members i.e. spouse/partner, children, parents or siblings
- Additional annual leave for length of service
- Employee Assistance Programme ‘Help at Hand’, provided by UNUM
- Westfield Health care plan – Money back for dental, optical, prescription, flu jabs and more
- Life assurance/ Death in Service - your loved ones will receive a £50,000 tax free lump sum through our death in service insurance policy
- A range of discounts and deals
- Cycle to work scheme – saves you money on bike and accessories purchases
- Tech scheme - saves you money on tech purchases
- Social events – trips to the pub, family activity days, and more
- Recognition awards – via Employee of the Quarter
Interested? To apply or request more details please email careers@freightlink.co.uk.
