Customer Operations Supervisor
# Customer Operations Supervisor **ON THE SPOT BROKER LTD** · Staines-upon-Thames TW18 4HR · `On-site` 🕒 **Статус:** *Опубликовано: сегодня* · *Источник: Indeed* --- ### About the Role We do not want hundreds of applications. We want one person who can run the operation. Read this before you apply. This is a senior operational role inside a customs brokerage. It is not a customs-specialist role, and customs experience is not required. From your first day, you will own the live operation: inbox, phones, priorities, work allocation, follow-up and customer communication. This is not a classroom role. Existing coordinators will show you our systems, clients and customs processes alongside the work. We will teach you the business. We will not teach you ownership, urgency or how to talk to a customer — if you do not have those, nothing here will work. Do not apply if you need to wait for instructions before acting, or if “I forwarded it” counts as finished. Do not apply if you have never kept a live, customer-facing operation moving while several things were going wrong at once. The role Own the shared operations inbox: assess, prioritise, assign and follow up incoming work so nothing sits because nobody looked. Answer customer calls, identify the real problem and resolve it or coordinate the response. Keep the customer informed until the issue is closed, not merely forwarded. Direct and coordinate more than 10 office-based and remote colleagues, allocate work clearly and follow up until it is completed correctly and on time. Monitor pace, accuracy and customer communication across the operation. Challenge repeated delays and errors and fix the cause. Make decisions without waiting to be told, while knowing when to investigate, challenge or escalate. Keep notes, handovers and records clear enough for another person to pick up immediately. Learn our customs systems and processes while running the operation, so you can understand, challenge and increasingly supervise the technical work. Raise the operational standard rather than simply maintaining it. What we need — essential Evidence that you have personally run or coordinated a fast-moving, customer-facing operation where customers, vehicles, deliveries, bookings or deadlines were waiting on your decisions. Experience allocating, supervising and quality-checking other people’s work. Experience coordinating a team of more than 10 people is strongly preferred. Superb customer communication and the judgement to know when to reassure, investigate, challenge or escalate. Fluent written and spoken Polish and English, required to serve our client base. Fast and accurate computer work across a busy inbox and several systems at once. The confidence to begin real work from day one and learn our business alongside it. Able to work full-time from our Staines-upon-Thames office. You may currently work in transport dispatch or planning, logistics operations, airline or airport ground operations, courier or distribution, field-service dispatch, a control room, a high-volume B2B service desk or another time-critical customer operation. Customs, freight or transport experience is useful but not required. Operational ownership is required. What good looks like You do not measure success by emails forwarded. You know what is urgent, who owns each task, what is blocking it and what the customer has been told. You create pace without chaos. You expect accuracy without letting perfectionism become an excuse for delay. When something goes wrong, you take the next step. If that already describes how you work, you will recognise this role. If it does not, you will not enjoy it. Hours and working pattern Full-time, permanent, office-based. Monday to Friday, 8 working hours a day plus a 30-minute break. Your fixed daily start time will be agreed before you join, between 07:00 and 11:00. It is not a rotating shift. Occasional holiday cover from 13:00 to 21:00 will be required. What we offer Base salary of £40,000–£45,000 depending on experience. Approved overtime paid on top at your normal hourly rate. Formal performance and salary review after six months. 28 days’ holiday including bank holidays. NEST pension. Free on-site parking, casual dress and good transport links, including Staines station. Real influence over how the operation is organised and measured, with career opportunities across our offices in the UK, France, the Netherlands, Poland and Germany. Reporting and probation You will report directly to the Managing Director and coordinate the wider team. Expect brief daily access to the MD — normally no more than 30 minutes — because this role exists to run the operation, not to wait for continuous supervision. The role has a six-month probationary period with agreed objectives covering customer communication, workflow control, team performance, accuracy, pace and judgement, reviewed regularly. We welcome applications from all suitably qualified candidates and can discuss reasonable adjustments to the recruitment process. Pay: £40,000.00-£45,000.00 per year Benefits: Casual dress Company pension Free parking On-site parking Transport links Application question(s): Describe the busiest customer-facing operation you have personally run or coordinated: employer, exact team size, approximate daily volume, and one serious problem that occurred. What did you personally do and what was the result? (Odpowiedz po polsku, 4–5 zdań) Klient dzwoni o 16:40: jego ciężarówka stoi na granicy, dokument zawiera błąd, a osoba, która go przygotowała, skończyła zmianę. Co robisz w pierwszych pięciu minutach i co dokładnie mówisz klientowi? (In English, 4–5 sentences) Two members of your team are slow and repeatedly make small errors. One is remote. You cannot replace either person. What do you do over the next two weeks? Which systems do you use every day, and what process have you improved, automated or reorganised without being asked? Be specific about what you changed and the result. You may also include your LinkedIn URL if you have one (optional). Where do you live, what is your door-to-door commute to Staines TW18 4HR, and how would you travel? Confirm that you can work a fixed daily start agreed between 07:00 and 11:00 and occasional holiday cover from 13:00 to 21:00. What is your notice period, and what salary within £40,000–£45,000 are you applying at — and why that number? Language: Polish (required) English (required) Work Location: In person
Наблюдалась 2026-09-23, впервые 2026-09-23, источник — Indeed.