UK - Senior Agency Operator

Who We Are:

At Inchcape Shipping Services, our vision is to create a connected world where customers can trade successfully and make informed decisions in every port, everywhere. We achieve this by combining our worldwide infrastructure with local expertise, through our global network of more than 250 proprietary offices and a team of over 3,000 dedicated professionals. Our diverse customer base includes owners and charterers in the oil, cruise, container, and bulk commodity sectors, as well as naval, government, and intergovernmental organisations.

Role Summary:

The Regional Operations Centre Operator provides centralised operational support to port agency and crew logistics activities across the UK and Northern Europe. Acting as a key point of contact, the role coordinates port agency appointments, husbandry services and crew logistics through a network of internal teams and local partner agents. Delivering a responsive, compliant and customer-focused service on a 24/7 rota basis.

Job Title: Crew Change and Vessel Services Coordination – Senior Agency Operator (ROC)

Contract: Permanent 

Location: Grangemouth, UK (Hybrid)

Key Responsibilities: 

• Act as the first point of contact for all Regional Operations Centre (ROC) enquiries, delivering a responsive, customer-focused service on a 24/7 rota basis.
• Coordinate remote port agency and husbandry operations across the UK and Northern Europe, working with local sub-agents and partners.
• Manage end-to-end port agency appointments, from enquiry and nomination through port call and final documentation (FDA), including commercial cargo, cruise, bunker, customs and husbandry calls.
• Proactively coordinate port services, vendors and suppliers to minimise vessel idle time, including berthing arrangements, pilots, towage, lines and terminal services.
• Prepare and manage PDAs, pre-funding requests, pre-arrival documentation, customs clearances, Statements of Fact and cargo documentation.
• Provide real-time vessel updates to principals and stakeholders and maintain principal-specific operating systems.
• Coordinate vessel husbandry services, including crew changes, crew logistics, technicians, spares, provisions, bunkers, fresh water, waste removal, surveys and inspections.
• Deliver Crew Logistics Services (CLS), arranging crew transfers, meet & greet, accommodation and associated husbandry services in liaison with internal and external stakeholders.
• Manage the release of imported motor vehicles, including Bills of Lading tracking, ETA notifications, customs and inventory coordination, invoicing and payment collection.
• Maintain accurate records of port, terminal and berth information, tariffs and restrictions.
• Ensure data integrity across internal systems, compliance with SOPs, KPIs and customer-specific requirements, and timely handover to Finance.
• Escalate operational issues as required and support continuous improvement initiatives to enhance efficiency, reduce costs and improve service delivery.
• Support disbursement activities, supplier invoicing processes, tender support, rate negotiations and identification of new business opportunities.

Candidate Requirements:

• Prior port agency experience or a background/education in the maritime, shipping or logistics field is desirable.
• Maritime or ICS shipping qualification (or willing to work towards) desirable.
  
• Strong communication and leadership skills with a practical, hands-on approach.
• Highly organised with excellent time management skills and the ability to multitask in a fast-paced, high-pressure environment.
• Proven ability to prioritise workload and meet strict deadlines.
  
• Competent user of Microsoft Office, including Outlook, Excel and Word.
  Experience working in a front facing customer service role.
• Experience of working to pre-defined processes and procedures.
• Experience of (or willing to work in) an out of hours (non-Monday to Friday) role.
• Experience of being rostered on-call with a duty phone desirable.

You will receive: 

A diverse range of benefits, depending on your geographical location. At this instance, you will enjoy:

• A place to grow your career - we’ll help you set big goals and exceed them.
• Competitive salary package.
  
• Work with talented, committed, and supportive teammates.
• Value Award celebration events.

Why Inchcape Shipping Services?

We believe in building a diverse and high-performing workforce, that works together to provide our customers with the exceptional service they deserve. To reach the highest standards we depend on our people, their welfare, training, and expertise. We realise the value of our staff and know that your unique experiences, skills, and passions will help you to build a rich and rewarding career in our dynamic industry.

Our values are at the centre of everything we do, and the successful candidate will be expected to demonstrate and fully adopt these: 

Global Perspective - we connect the world and see the bigger picture. 

The Power of People - we rely on the strength of local agent knowledge and relationships. 

Progress - we adopt new thinking and push for positive change in our industry. 

#WeAreInchcape

Inchcape is an Equal Opportunities Employer - equality, diversity, and inclusion are at the heart of everything we do. Working in a diverse society, we recognise that our customers, colleagues, and contractors are central to our success. 

Additional Information:

Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work documentation depending upon your geographical location. 

To protect the interests of all parties, Inchcape will not accept unsolicited or speculative resumes from recruitment agencies and will not be responsible for any fees associated with them.

#LI-Hybrid