Senior Agency Operator

Job Description

Our client is now looking for a Senior Agency Operator to join their busy team inTeesport near Middlesbrough!The role holder will be a key member of a team responsible for providing a 24-hours-a-day, 7-days-a-week rostered on-call service to their principals to ensure the safe and smooth turnaround of all appointed vessels within the jurisdiction of the port office.In addition to a standard working week, you will be required to undertake work out of usual office hours on a rota basis. The role will also provide cover for other UK based offices as required.Senior Agency Operator Duties:Operations:

• Provide full coordination and ownership of appointments at ports within the jurisdiction of the office, from the enquiry and nomination stage through the port call to completion for all types of port agency and husbandry calls.
• Coordinate all vendors and suppliers well in advance of vessel arrival to ensure a smooth flow of all services with the aim to minimise vessel idle time in port.
• Receive advance schedules and ETAs and work with port authorities, terminal and port services providers pro-actively to look after Principals best interests for berthing and working prospects
• Prepare PDAs and request pre-funding as required
• Manage the pre-arrival documentation process between vessel, port/terminal and government authorities
• Book port services for vessel berthing and sailing (arranging Pilots, Towage, Lines etc)
• Keep Principal and all stakeholders updated with berthing and sailing prospects and provide real time progress reports when vessels are in port and working cargo
• Coordinate husbandry services for vessel, including but not limited to crew changes, technicians and ship visitors, spares, provisions, Cash to Master, bunkers, fresh water and the off-load of garbage
• Raise Light Dues certificates if required
• Arrange vessel surveys and inspections as required
• Prepare Statement of Fact, cargo and customs documentation as required
• Manage customs clearances as required
• Keep any principal specific operating systems updated as per their requirements
• Boarding of vessels on arrival and/or departure, and as otherwise required to:
• Welcome and meet with the Master and complete local formalities
• Deliver manifests and parcels and collect any outgoing mail
• Collect arrival and departure data/conditions (times, bunkers, cargo figures etc)
• Complete any cargo documentation
• Maintain up-to-date records of port, terminal and berth information, restrictions and tariffs
• Perform any other tasks that relate to the port agency function as/when business needs dictate
• Identify any future business opportunities by escalating potential new business to the line manager

Customer Service

• Ensure excellent ships agency services are rendered to all customers
• Ensure a smooth, quick turnaround of vessels, keeping all relevant parties advised at all times
• Ensure compliance to agreed standards (Financial, Quality & Operational)
• Ensure compliance to Inchcapes Global SOP, KPIs, and customer specific standing instructions and requirements
• Ensure excellent services are provided to all customers by responding in accordance with the agreed Service Level Agreements (SLA) and keeping the customer regularly informed throughout
• Identify, propose and drive initiatives to increase efficiency of operations, reduce costs and improve customer service delivery
• Follow up on any low scoring Master Feedback Forms and escalate any operational issues or problems in a timely manner to the line manager

Finance

• Receive and respond to proforma port and husbandry cost requests
• Request and follow up pre-funding requests. Ensure UK pricing/funding and credit policy are adhered to.
• Ensure data integrity of Inchcape internal systems for all appointments including service ordered costs, generating vendor POs and attaching supporting documentation
• Ensure accurate close estimates are sent to Principals post-call
• Ensure any special or standing disbursement instructions are communicated to DA Team
• Ensure all suppliers well understand invoicing procedures and contacts
• Assist DA Team with chasing ageing outstanding vendor invoices
• Assist the line manager with rates gathering and negotiation for the completion of new business customer tenders

External Providers

• Liaise with clients and port services on a daily basis
• Escalate any concerns about service delivery from suppliers to the line manager
• Attend regular meetings with ports, terminal, and suppliers
• Asist with maintenance of an up-to-date contact list of all approved vendors

Senior Agency Operators Requirements:

• Excellent working knowledge of Port Operations, Shipping and/or Port Agency
• ICS Shipping qualification desirable or willing to work towards qualification
• Strong communicator both written and verbal
• Ability to work calmly and with a positive attitude under pressure
• Ability to prioritise workload to meet strict timelines
• Once trained, able to effectively manage own work and work unsupervised (though ongoing mentoring and coaching will be provided)
• Strong attention to detail
• Competent user of the Microsoft Office suite including Outlook, Excel and Word
• Experience of working in a customer facing role in the shipping / maritime industry
• Experience of working to pre-defined processes and procedures and delivering work in accordance to KPIs and Service Level Agreements