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Job Title

Night Team Manager (REF: BH-NTM-June2017)


London Heathrow - Harmondsworth


Title: Nights Team Manager
Line Manager: Exports Operations Manager
Department: UK Operations
Location: LHR
Direct Reports: 4
Conditions: Full time M-F 40 hours

Main Role Accountabilities

·       Ensure all operators within the Night teams are working in compliance with AEO regulations and procedures including:

-          Customs simplifications/security and safety.

-          B&H Worldwide company ISO 2015 QMS requirements (swift and accurate completion of shipments working within the parameters of the AEO operating procedures and UK customs law.)

·       Train operators to current up to date standards.

·       Regularly audit operational files in line with AEO procedures.

·       Raise NCRs and complete root cause analysis and CAPA.

·       Record all of this within the company ISO record system.

·       Monitor profitability of accounts and explore avenues to increase margins through additional sales of Value Added Solutions.

·       Highlight potential changes to operational practices to improve efficiency.

·       Review monthly actual sales by account against targets.

·       Highlight areas of concern to CS team.

·       Identify areas to maximise profitability by account e.g. reduce costs, increase price etc.

·       Identify smarter ways or working to increase efficiency.
Customer Focus

·       Maintain and develop customer relationships alongside customer solutions and any other relevant departments.

·       Attend customer reviews with CS team.

·       Understand individual customer needs and requirements.

·       Carry out customer satisfaction reviews/surveys on a sample of accounts and feedback results to CS team - use this information to drive improvements in sales, efficiency, and profitability.

·       Communicate quickly and professionally to customers any changes that affect their business e.g. delays, changes to flights, emergency measures etc.

·       Establish and maintain appropriate systems for measuring operational performance therefore identifying any changes needed to be implemented to provide positive improvements to working practices.

·       Proactively manage the team’s performance through agreed KPIs. This will include:

-          % of audit of operational files completed

-          % of staff training and cross training completed

-          % of accounts reviewed each month

-          Nos of actions agreed and % completed to drive improvements

-          % of invoices completed outside of the target

·       Ensuring all billing is carried out by all operatives within the Night teams within a timely fashion (KPI is 5 days).

·       Monitoring and ensuring correct input of purchase costs into the system by all operators of the Import & Express team enabling accurate billing and profit reporting.

·       Liaise with overseas offices, partners and vendors ensuring correct costs are received.

·       Monitor invoicing against the target and raise NCR for those that are outside the target and inform finance.

·       Identify errors as a result of invoice queries from finance.

·       Resolve errors and ensure that they are not repeated.

·       Ensure all purchase invoices are returned to accounts within 24 hours.

·       Ensure quotations are responded to in a timely fashion dependent on customer requirements (KPI is 30 minutes).

·       Ensure all quotations are be completed through BoxTop, followed up and when customer gives the green light converted into a live job.

·       Understand customer requirements for completing quotations and ensure team is working to these standards.

·       Periodically checks quotations to ensure team is completing them accurately and to standard.

·       Any errors identified are raised with the team to ensure they are not repeated.

·       Convert quotations if gained into jobs in BoxTop.

·       Liaise with CS team to follow up on reasons why quotations were not gained and make any reasonable amendments to future quotations to try to secure the business.

·       Arrange shipments as per customer instructions following customer SOP and liaise with Overseas offices and relevant other B&H departments to meet required deadline and KPI set by customer.

·       Respond to Customer requests within a timely fashion.

·       Ensure all shipments are placed within the Company system.

·       Ensure Customs entries are completed correctly as per instructions received from customer in writing.

·       Arrange OBC shipments as and when required.

·       Arrange third party collections and deliveries liaising with B&H Transport department.

·       Monitor shipments and update all tracking information in the B&H systems.

·       Handle Warehouse Inventory dispatches within the specified deadlines.

·       Raise invoices to customer within agreed KPI (5 Days).

·       Answer telephone calls in a polite and timely manner ( within 3 rings).
Team Monitoring

·       Monitor staff (attendance, time keeping, sickness & statutory breaks) and act as necessary if personnel are not compliant with company policies.

·       Proactively monitor the team against the B&H standards and take appropriate action including training, retraining, counselling and possibly disciplinary action.

·       Ensure the team are aware of the standards expected in respect of their job, attendance and behaviour.

·       Be fully conversant of the standards set out in the handbook and the HR Policy Manual.
Team Management

·       Review and approve departmental overtime ensuring costs are monitored and accrued as appropriate.

·       Discuss any changes to staffing levels or working practices are with Senior Management where this may be beneficial in order to control or reduce costs or increase productivity.

·       Review overtime figures and propose ways to work smarter that minimises the use of overtime.

·       Monitor hours of work and rest breaks to ensure compliance with the WTRs.

·       Manage holiday and sickness absence to ensure that jobs are covered.

Team Development

·       Ensure team receive sufficient appraisals, development and track progress to ensure they meet their full potential and support the growth of the business.

·       Ensure all team members have an active PDP.

·       Carry out regular reviews and one to one meetings with team members.

·       Ensure all team members are trained to do their job and cross trained to do other jobs in the team.
 Personal Attributes

-          Customer focussed with excellent attention to detail

-          Analytical mind with ability to design and implement processes.

-          A sound knowledge of Export, Import & Express processes

-          Excellent people management skills.

Key Skills and Attributes
-          Work pro-actively using own initiative.

-          Proven communication skills both written and verbal.

-          Previous experience dealing with varied customer base and building strong relationships.

-          Ability to consider several possible options and decide on most appropriate method.

-          Possess appropriate IT skills.

-          Excellent process and planning skills.

-          Be persistent, tenacious and determined to win new business.

-          Strong commercial awareness, understands impact of actions.

Qualifications and Experience
-          Previous industry experience.

-          Solid background in UK Customs law and procedures.

-          Sound knowledge of Word, PP, Excel. Project management software an advantage.

-          Dangerous Goods Compliant.

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