ROLE SUMMARY

The ICU Clearance Agent is a member of the Import Clearance Department with responsibility for the support of the Swissport Cargo locations throughout the UK on clearance solutions and ensure overall customs compliance. The position is an Off-Scale salaried position which may require flexibility in working hours to support the department.  

JOB RESPONSIBILITIES

Main Responsibilities

• Ensure the communication and compliance levels from the ICU Department are customer focused and to the highest standard.
  • Undertake phone and email communication with customers and stakeholders throughout the Customs clearance process.
  • Undertake customs clearances for both internal and external customer portfolio.
  • Undertake first point contact with potential customers (Phone Advising) for all the UK Cargo locations.
  • Ensure record keeping and Document control is kept up to date and compliant.
  • Maintain good working relationships, including lines of communication with HM Revenue & Customs, HM Boarder Force and other services throughout the Swissport Network.
  • Ensure work is completed in-line with current quality assurance guidelines set by Swissport and the regulatory entity (HMRC).

• Ensure set KPI’s and Goals are met in the UK Import Clearance Unit
  • To ensure that all custom clearances are undertaken in an effective and cost-efficient method.
  • To ensure that all invoicing and costings are in line with company agreed rates and charges.
  • To ensure all records are correctly achieved and records are correctly stored and controlled for the specific length of time.      

• Any other duties as directed by the ICU Manager that may be necessary due to operational requirements.

Health & Safety

• To work safely, efficiently and without endangering your health and safety, your colleagues, the general public or any other person who has a right of access to the Company's premises at any time.
• To adhere to the Company’s SMS and comply with all instructions given by those with a responsibility for health and safety.

Equality

• To ensure in the role, that no groups and individuals are unfairly discriminated against and to take positive steps to ensure that equality of opportunity is an integral feature

Confidentiality

• To ensure that knowledge, documentation, computer programs and software and other confidential information relating to the company and its employees and clients is safeguarded at all times.

Policies and procedures

• To take responsibility for your understanding of and compliance with the Company’s policies and procedures for good working.
• To identify areas for improvement within your responsibility
• Share good practice

LEADERSHIP QUALITIES

Leading and Facilitating Change

• Communicates what is changing and why
• Involves others to develop a sound approach
• Implements Change

Applying Commercial Acumen

• Analyse key indicators
• Integrate and focusses on decision making
• Focuses on Customer

Coaching and Developing Others

• Clarifies performance and align high expectations
• Provides timely feedback
• Applies Coaching

Making Decisions

• Analyses Situation
• Develops Solution
• Implements Solution

Managing Performance for Success

• Sets ambitious but achievable performance goals
• Creates a performance enhancing environment
• Evaluates performance and takes action

Executing and Getting Results

• Maintains Focus
• Measures Progress and Outcomes
• Ensures and accepts accountability

KEY PERFORMANCE INDICATORS

• Revenue targets as set by Swissport and/or as agreed with the Head of ICU
• Other KPIs as defined by the business unit

• Departmental Costs and mitigation

ESSENTIAL SKILLS

• Proven track record of the customs clearance process and procedure within the UK
• Knowledge of country specific laws and industry regulations surrounding the importation of goods.
• The ability to accept and embrace change as a constant and unpredictable feature of your working environment. 

• Can communicate clearly with your people to help them understand Swissport Western Europe direction. 
• Be able to build positive and trusting relationships. 
• Be open to different opinions and seek a collaborative approach.
• Embrace an ideas culture to enable teams to create an agile edge.
• Promote flexibility, adaptability and agility in order to enable contingency time. 
• Demonstrate a sense of urgency and the desire to improve the delivery of services and a commitment to continuous improvement.
• Personal and professional integrity of the highest order
• Excellent organisational abilities, attention to detail, able to prioritise workloads and work effectively to deadlines in a fast-paced complex environment.
• Proven track record in the day to day running of an Import Clearance Unit or other Cargo Operational department.
• Ability to manage and develop appointed staff within the ICU to reach their full potential.  

Qualifications and Competencies

• University degree or equivalent, advanced degree in related field or professional certifications are advantageous.
• Excellent working knowledge of business management principles and practices, financial concepts, and key drivers of profitability and operational performance delivery.
• Relevant and recognised industry qualification
• Five years of experience in an Aviation and/or Customs Clearance Role.
• Strong strategic skills and commercial acumen combined with the ability to deliver high quality standards.
• Ability to establish and maintain positive, professional, internal and external work relationships with all stakeholders and interest groups
• Team focused
• Fluent spoken and written English
• Microsoft applications including PowerPoint
• Relevant Subject Matter Expertise in Customs Clearance Active Leadership
• Active Supervision
• Power BI / DCM Reporting
• HR - Employee Relations & Administration
• Compliance Reporting
• Customer Contact / Relationship Management

The list is not exhaustive and is not intended to restrict the scope of the job but clearly define a starting point and desirable qualifications.

Career Progression

Career progression opportunities will be in line with the Swissport Western Europe Structures.

• GM Cargo Operations Support UKI

COMPANY TRAINING MODULES (to include)

• GE01 / UK19 Company Induction / Equality, Diversity and Data Protection
• GE-UK-07 Fire Awareness

• Training modules in accordance with Swissport Global and Western Europe standard training selector and Swissport Western Europe Planning technical requirements. Relevant leadership training including Active Supervision and Active Leadership.

GDPR

• Swissport has strict obligations under the General Data Protection Regulation 2016/679 (“the GDPR”). Compliance is therefore a responsibility embedded in all roles. Specifically, however, you are required to actively support and assist the business with compliance, both in your daily duties and in respect of ad hoc projects and activities. You are expected to demonstrate good practice to direct reports, and actively promote a culture of compliance.

DIVERSITY & INCLUSION

• Swissport and its employees have a strict duty under the Equality Act 2010, not to be discriminatory in their treatment of colleagues and customers, on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. Compliance with equality and diversity principles is therefore a responsibility embedded in all roles. Specifically, you are required to:
  • comply with equality and diversity policies and treat all colleagues and customers with dignity and respect (including in virtual and digital environments);
  • respond positively, inclusively, and supportively to the different needs of colleagues and customers by reason of their protected characteristics;
  • report and act upon all instances of discrimination, harassment, and bullying;
  • proactively support direct reports to understand their responsibility for equality and diversity, including identifying and facilitating development where required. Ensure performance is measured against key performance indicators, to mitigate the risk of discrimination;
  • proactively comply with, model, promote, and embed equality and diversity principles, in daily duties, project work, and strategic planning, to promote a culture of zero tolerance, an environment in which colleagues and customers feel safe and respected, and champion the value the business affords to equality and diversity;
  • ensure changes to policies and practices are screened for compliance with equality and diversity principles, and embed compliance as a key performance indicator in strategic planning and project work;
  • evaluate operational decisions to assess the impact on policies, procedures, and strategies with reference to equality and diversity.

[NOTE: This is not exhaustive and may vary depending on location and operational / local customer requirements.]