Airfreight Import Team Leader

About the role

We are partnering with a medium‑sized forwarder to find an Airfreight Import Team Leader for their Hayes base. The role runs on a 4‑on‑4‑off shift pattern (7 am‑7 pm) and is responsible for overseeing the day‑to‑day customer‑service activities of the Airfreight Import team.

Key responsibilities

• Act as the senior point of contact and escalation hub for import customers, handling complex or sensitive issues.
• Manage customer enquiries covering ETA, customs clearance, documentation, delivery and exceptions.
• Provide proactive, accurate communication on shipment status, delays, customs holds and additional requirements.
• Liaise with overseas agents, airlines and service partners to ensure timely tracking and information flow.
• Ensure all import documentation is received accurately and within required timeframes for customs compliance.
• Coordinate with customs clearance, warehouse and transport teams to maintain seamless operations.
• Serve as the focal point for key import accounts, meeting agreed service levels.
• Lead, motivate and develop the Import Customer Service team, allocating workloads to meet KPIs.
• Conduct coaching, performance reviews and support personal development plans.
• Support sales teams with rate enquiries, operational advice and customer solutions.

Required profile

• Previous experience as an Air Import Team Leader or similar senior role.
• Strong knowledge of customs compliance and airfreight documentation.
• Demonstrated ability to manage team performance, engagement and development.
• Proven track record of delivering high customer satisfaction and consistent service.
• Good IT proficiency.

Required skills

• Good IT skills.

What we offer

• Competitive salary between £40,000 and £41,000 per year.
• Shift pattern of 4 days on, 4 days off (7 am‑7 pm).
• Opportunity to lead a dedicated import team within a growing forwarder.