We are pleased to be working with a market leading, global company to recruit a Customs Supervisor/Customer Service Team Leader for their UK headquarters on the outskirts of Slough.  We are seeking candidates with excellent knowledge of customs, duty and VAT, along with previous management experience within a customer service and/or accounting environment.  This is a great opportunity to work for an international business with excellent scope for progression and development!

Duties to include:

• Lead team of 14-20 in the Backline Customs Team
• Build and maintain a close relationship with all functional departments
• Optimise performance on a pro-active basis through continuous improvement and realising most efficient and optimal process
• Closely manage and oversee complex Duty & VAT issues with major / strategic customers and deal with a variety of persons within these organisations to discuss issues
• Pro-actively review performance results and KPIs and conducting root cause analysis to identify areas for improvement leading to an agreed change agenda & action plan
• Utilise the Order To Cash policies within the Customer Accounting function whist providing sustainable results
• Establish work standards, develop objectives and design/maintain effective work-flows and operating procedures
• Lead and manage the Backline Customs team, responsible for timely query resolution every month
• Ensure queries are resolved to ensure department key KPIs are achieved
• Build and manage a team to perform on a sustainable level to produce results required by the business
• Develop key skills and attributes of personnel within the team
• Manage the Reconciliation of various holding accounts ensuring they are kept up to date
• Formulate, review and update performance plans and communicate them regularly to the team, monitoring their progress to ensure targets are met
• Hold regular (monthly) one to one reviews with team in all aspects of queries on ledgers, specific tasks and special assignments
• Motivate and action appraisals for each direct line report
• Encourage, motivate and coach the team to escalate issues where appropriate to the relevant personnel within the business
• Attend / lead meetings with to discuss issues raised and to maintain the current SLA in place with business
• Performance manage and take disciplinary measures where necessary to maintain the highest standard of efficiency
• Proactively seek timely resolution of internal teams / department issues
• Set targets monthly for the department on the services covered and record each monthly KPIs
• Hold regular performance dialogues to discuss weekly productivity and identify any potential issues
• Liaise with relevant stakeholders across the business in reference to major accounts
• Conduct root cause analysis on repeat issues and address gaps in the process
• Training and coaching of team to high standard in line with Company policies

Experience required:

• Strong People Management and motivational skills
• Good analytical skills
• Duty & VAT knowledge
• Knowledge of Customs Regulations
• Strong planning and organisational skills
• Good Business Acumen / Commercial Awareness
• Strong all round communicator; written, oral and presentation skills
• Good at establishing working relationships and developing personal contacts in a cross-functional and cross-functional environment
• Ability to successfully interact with senior management level

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