Job Title: Customs Team LeaderLocation: AshfordJob Type: Full Time/permanent Hours: Operate a 4 on/4 off shift pattern working hours are 07:00 - 19:00Candidate ProfileYou will be a confident, hands on team lead who can coordinate workloads, coach colleagues, and maintain high customer service standards across the team. You will also be comfortable setting expectations, managing response times, and stepping in to support escalations to keep service levels consistently on track.Key ResponsibilitiesManage and allocate the shared Outlook mailbox, monitoring volumes to ensure customer enquiries are handled within agreed service levels.Complete IPAFFS applications accurately and within required deadlines/timeframes.Work closely with the Financial Manager and Credit Controller on cash account queries and cash payment related issues.Ensure the Admin Assistant obtains and confirms job numbers directly with customers for all new job requests.Handle inbound customer calls, provide updates, and manage escalations in a professional manner to protect service quality.Ensure all mailbox emails are acknowledged within 1 hour and responded to within 4 hours; escalate any unresolved issues to the Manager.Partner with internal teams to maintain clear communication and smooth service delivery.Provide day-to-day direction and support to the team when the Brokerage Manager is not available.Support the training, onboarding, and ongoing development of new starters to help maintain consistent performa