RBS CUSTOM SPECIALIST

Job description

Company Description SGS is the world’s leading Testing, Inspection and Certification company. We operate a network of over 2,500 laboratories and business facilities across 115 countries, supported by a team of 99,500 dedicated professionals. With over 145 years of service excellence, we combine the precision and accuracy that define Swiss companies to help organizations achieve the highest standards of quality, compliance and sustainability. Job Description Primary Responsibilities To ensure the accurate, compliant and timely completion of customs declarations and associated messaging (including import, export and transit movements) in line with UK regulatory requirements and SGS standards. To deliver a responsive, customer-focused service aligned to UK operational requirements, ensuring effective communication, rapid issue resolution and minimal disruption to customer supply chains. To contribute to a high-performing customs brokerage team by applying professional judgement across multiple systems and declaration types, building strong customer relationships, and supporting a collaborative, solution-focused working environment. Qualifications Specific Responsibilities At all times, complies with SGS Code of Integrity and Professional Conduct. Complete customs declarations and related messaging (including CDS and NCTS processes) accurately and within required timeframes Process import, export and transit movements using SGS systems (e.g. eGTA and TransitNet), ensuring all entries and updates are correct and complete Review and validate customer-provided information, ensuring compliance with current customs legislation, transit requirements and SGS procedures Monitor and manage declaration status and movement progress, taking action where delays, rejections or discrepancies arise Act as a key point of contact for customers, providing clear, timely updates and managing expectations effectively Deliver a high standard of customer service, responding promptly and professionally to all enquiries Apply practical judgement to resolve discrepancies, exceptions and time-critical clearance or transit issues Communicate proactively with customers, hauliers and internal stakeholders to minimise delays and disruption to goods Build and maintain effective working relationships with customers, understanding their operational requirements and movement flows Work collaboratively within the team to manage shared workloads across different declaration types and systems Liaise with internal functions (e.g. finance, operations, customer service) to ensure a coordinated and seamless customer experience Escalate issues appropriately, ensuring risks relating to compliance, delays or movement control are identified and managed Maintain complete and accurate records and audit trails in line with customs and transit compliance requirements Continuously develop knowledge of customs regulations, transit procedures, systems and industry best practice Support business requirements, including peak periods, live operations and time-critical shipments Exercise professional judgement in assessing data accuracy, documentation completeness and compliance risk across import, export and transit movements Make informed decisions when handling discrepancies, rejections, route changes or transit irregularities, referring complex cases where appropriate Take ownership of declarations and movements from initiation through to completion, including follow-up actions where required Balance customer service priorities with regulatory and compliance obligations Respond effectively to time-sensitive or high-priority situations requiring immediate action, particularly in live movement scenarios Comply with all SGS policies including Quality, Health & Safety, Environmental and Code of Integrity Act at all times in accordance with SGS values, including professionalism, respect and inclusion Profile Bachelor’s degree in any related field Min 1 year experience in a customer service, administrative or operational role Min 1 year experience of working with data entry, processing or workflow systems Proficiency in Microsoft tools and applications Excellent written and verbal communication skills in English (B2+ or C1). Desirable Trade-related qualifications (e.g. UK Customs Academy, BIFA, IOE&IT) Experience in customs brokerage, transit operations, freight forwarding or international trade Experience handling import/export declarations and/or transit movements Experience working in a regulated or compliance-driven environment Experience contributing to team-based operational delivery Additional Information Required Skills Strong written and verbal communication skills, with the ability to engage effectively at all levels Demonstrable commitment to excellent customer service Ability to understand, interpret and act upon customer requirements across different declaration types Ability to apply judgement and problem-solving in time-sensitive and operational scenarios Strong attention to detail with the ability to work accurately under pressure Organisational skills with the ability to prioritise and manage multiple tasks and workflows Ability to work both independently and as part of a collaborative team Strong interpersonal skills, with the ability to build trust and credibility with customers Understanding of the impact of customs and transit processes on supply chains and goods movements Good IT skills including Microsoft Office and operational systems Willingness to learn and adapt to evolving regulations, systems and procedures Desirable Knowledge of UK customs procedures (CDS) and transit processes (NCTS) Experience using customs declaration or transit systems (e.g. eGTA, TransitNet or equivalent) Understanding of end-to-end goods movements, including import, export and transit flows Experience working in a fast-paced, service-driven environment