UK - Senior Agency Operator

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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 Senior Agency Operator is responsible for delivering end-to-end port agency and husbandry services, ensuring the safe, efficient and compliant turnaround of vessels across multiple UK ports. Operating within a 24/7 on-call environment, the role holder acts as the primary point of contact for Principals, coordinating all aspects of vessel port calls, liaising with port authorities and service providers, and providing real-time operational support to ensure exceptional customer service and operational excellence.

Contract: Permanent

Location: Dartford, UK (Hybrid)

Key Responsibilities:

• Provide 24/7 on-call port agency support on a rota basis, ensuring the safe and efficient turnaround of vessels across the Thames, Medway, Sheerness, Dover, Felixstowe and East Anglia region.
• Manage end-to-end coordination of vessel port calls, from enquiry and nomination through to completion, covering all port agency and husbandry services.
• Liaise proactively with port authorities, terminals, vendors and service providers to optimise berthing, operations and minimise vessel idle time.
• Coordinate all pre-arrival and port call documentation, including PDAs, pre-funding, customs, cargo, government and terminal requirements.
• Arrange all port and marine services (pilots, towage, lines, bunkers, fresh water, waste removal, surveys and inspections).
• Deliver full husbandry services, including crew changes, technicians, spares, provisions, cash to master and ship visitors.
• Board vessels on arrival and/or departure to liaise with Masters, complete formalities, deliver/collect documentation and gather operational data.
• Provide real-time updates to Principals and stakeholders throughout port calls, maintaining customer-specific systems and reporting requirements.
• Maintain accurate port, terminal and tariff records and respond to proforma port and husbandry cost requests.
• Ensure data accuracy within internal systems, manage cost control (PDA/CE), and support timely financial handover and invoice resolution.
• Ensure compliance with SOPs, KPIs, OK-to-Sail requirements and all customer-specific standing instructions.
• Escalate operational issues promptly and support continuous improvement initiatives to enhance efficiency, reduce costs and improve service delivery.
• Support tender activity, supplier rate negotiations, business development opportunities and other port agency duties as required.

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-KT1