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?

The Operations Director will be responsible for leading and integrating the CustomsLink, Customer Service and Operations departments. This role is central to improving service delivery, streamlining processes, and fostering collaboration across teams. The successful candidate will be a strategic thinker and hands-on leader, capable of designing and implementing robust operational frameworks while driving cultural and performance transformation.

Key Responsibilities

  • Leadership & Team Alignment
    • Lead and unify the Customer Service, CustomsLink, and Operations teams.
    • Promote collaboration and shared goals across departments.
  • Operational Efficiency
    • Identify and eliminate inefficiencies in workflows.
    • Drive continuous improvement and operational excellence.
  • Process Development
    • Design, document, and implement detailed operational processes.
    • Ensure consistency and scalability across departments.
  • Customer Service Excellence
    • Champion a customer-first culture.
    • Monitor and improve service delivery standards.
  • Strategic Support
    • Contribute to the company’s strategic planning and execution.
    • Provide operational insights to support business growth.
  • Change Management
    • Lead change initiatives across departments.
    • Ensure smooth adoption of new processes and systems.
  • Team Development
    • Mentor and support departmental leaders.
    • Encourage cross-functional learning and development.

What do you need to succeed?

Experience

  • Senior leadership experience in operations, service delivery, or logistics.
  • Proven track record of managing cross-functional teams.
  • Experience in process development and change management.
  • Background in freight, customs, or transport sectors (preferred).
  • Demonstrated success in improving customer service performance.

Skills & Abilities

  • Strong leadership and team-building skills.
  • Excellent process design and documentation capabilities.
  • Ability to drive operational efficiency and manage change.
  • High-level communication and interpersonal skills.
  • Analytical thinking and problem-solving ability.
  • Skilled in stakeholder engagement and cross-departmental collaboration.

Knowledge

  • Deep understanding of operational workflows and service delivery models.
  • Familiarity with customs processes and freight forwarding operations.
  • Knowledge of customer service best practices and performance metrics.
  • Awareness of compliance, regulatory, and industry standards.
  • Understanding of digital tools and systems used in logistics and operations.

Personal Attributes

  • Collaborative and inclusive leadership style.
  • Results-driven with a proactive mindset.
  • High attention to detail and organisational skills.
  • Resilient and adaptable to change.
  • Passionate about delivering excellence and continuous improvement.
  • Strong ethical standards and integrity.

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:

  • 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@customs-link.com.