Senior Agency Operator; ROC

What 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.

The Regional Operations Centre Operator provides centralised operational support to port agency and crew logistics activities across the UK and Northern Europe. Acting as a key point of contact, the role coordinates port agency appointments, husbandry services and crew logistics through a network of internal teams and local partner agents. Delivering a responsive, compliant and customer‑focused service on a 24/7 rota basis.

Contract:

Permanent

Location:

Grangemouth, UK (Hybrid)

• Act as the first point of contact for all Regional Operations Centre (ROC) enquiries, delivering a responsive, customer‑focused service on a 24/7 rota basis.
• Coordinate remote port agency and husbandry operations across the UK and Northern Europe, working with local sub‑agents and partners.
• Manage end‑to‑end port agency appointments, from enquiry and nomination through port call and final documentation (FDA), including commercial cargo, cruise, bunker, customs and husbandry calls.
• Proactively coordinate port services, vendors and suppliers to minimise vessel idle time, including berthing arrangements, pilots, towage, lines and terminal services.
• Prepare and manage PDAs, pre‑funding requests, pre‑arrival documentation, customs clearances, Statements of Fact and cargo documentation.
• Provide real‑time vessel updates to principals and stakeholders and maintain principal‑specific operating systems.
• Coordinate vessel husbandry services, including crew changes, crew logistics, technicians, spares, provisions, bunkers, fresh water, waste removal, surveys and inspections.
• Deliver Crew Logistics Services (CLS), arranging crew transfers, meet & greet, accommodation and associated husbandry services in liaison with internal and external stakeholders.
• Manage the release of imported motor vehicles, including Bills of Lading tracking, ETA notifications, customs and inventory coordination, invoicing and payment collection.
• Maintain accurate records of port, terminal and berth information, tariffs and restrictions.
• Ensure data integrity across internal systems, compliance with SOPs, KPIs and customer‑specific requirements, and timely handover to Finance.
• Escalate operational issues as required and support continuous improvement initiatives to enhance efficiency, reduce costs and improve service delivery.
• Support disbursement activities, supplier invoicing processes, tender support, rate negotiations and identification of new business opportunities.

• Prior port agency experience or a background in maritime, shipping or logistics is desirable.
• Maritime or IC shipping qualification (or willingness to work towards it) 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 willingness to work in) an out of hours (non‑Monday to Friday) role.
• Experience of being rostered on‑call with a duty phone desirable.

• 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.

We believe in building a diverse and high‑performing workforce, that works together to provide our…