Customer Service Team Leader – Airfreight Imports

About the role

We are looking for an experienced Customer Service Team Leader to head our Airfreight Imports service desk at Heathrow. The role involves delivering high‑quality support to import customers, managing key accounts and ensuring smooth coordination with customs, warehouse and transport teams in a fast‑paced freight forwarding environment.

Key responsibilities

• Act as the primary escalation point for import customers, handling complex enquiries on shipments, customs clearance and documentation.
• Maintain proactive communication with overseas agents, airlines and internal departments to guarantee timely delivery.
• Oversee accurate processing of import paperwork, compliance checks and billing.
• Lead, motivate and develop the import customer service team, allocate workloads and monitor performance against service targets.
• Provide coaching, training and regular performance reviews.
• Support commercial activities such as rate requests, quotations and key customer relationship management.
• Identify operational risks, drive process improvements and contribute to the implementation of new systems.

Required profile

• Proven experience in airfreight imports within a freight forwarding setting.
• Strong customer service and account management capabilities.
• Previous experience supervising or leading a team.
• Good understanding of customs procedures and import documentation.
• Excellent communication, organisational and problem‑solving skills.
• Commercial awareness and ability to thrive in a fast‑moving environment.

Required skills

What we offer

• Competitive salary range £40,000‑£42,000 per annum.
• Full‑time permanent role based on site at Heathrow.
• 4‑on‑4‑off shift pattern.
• Opportunities for professional development within a leading logistics provider.