RBS CUSTOM SPECIALIST

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.

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

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