Operations Manager

Description

Freightserve recruitment are looking for a Operations Manager for a fast growing nice sector Freight Forwarder based in the Heathrow area.

Role Overview

The Operations Manager is responsible for leading the day–to–day operational performance across air freight, road freight, AOG, cross–trade and time–critical shipments. Managing the UK Operations and 3PL team in London LHR.

This role ensures the highest standards of speed, accuracy, compliance, customer service, and operational control, while driving team performance and supporting strategic growth. Working to targets to drive operational excellence.

The Operations Manager will act as a key point of escalation, ensuring seamless workflow from quote to delivery, and maintaining the company s reputation for exceptional service levels.

Key Responsibilities:–

Operational Leadership & Management

Lead, manage, and mentor a team of Operations Specialists across air, road and multimodal movements. Ensure all shipments are executed to time–critical standards with full visibility, proactive updates, and on–time delivery. Allocate jobs, manage workflow capacity, and oversee all operational planning activities. Maintain 24/7 operational readiness through team rota management and escalation cover. Customer Experience & Service Excellence

Ensure customers receive a premium, high–touch service aligned with Company's expectations. Act as the main escalation point for urgent or high–value shipments (AOG, engines, high–value freight). Oversee proactive milestone updates and ensure communication is consistent, timely, and solution–driven. Process & Compliance

Ensure all operations comply with aviation security, customs regulations, airline requirements, and internal SOPs. Oversee adherence to documentation, billing accuracy, and BoxTop/FMS data quality, CAA requirements as CAA regulated agent. Drive continuous improvement in processes, reducing service failures and operational inefficiencies. Cost Control & Supplier Performance

Negotiate and manage relationships with hauliers, airlines, handling agents, and key vendors. Approve rates, routings, and solutions to ensure optimal cost–to–service ratio. Review monthly supplier performance and address any operational issues. Commercial Support

Support the sales team with routing options, customer solutions, feasibility checks, and time–critical alternatives. Identify opportunities to upsell premium services (AOG, NFO, OBC, specialist movements). Monitor key accounts operationally and ensure retention through service excellence. Reporting & Performance Monitoring

Track KPIs including on–time performance, customer satisfaction, job profitability, and team productivity. Provide regular reporting to Directors and participate in management meetings. Support budgeting, forecasting, and operational planning for growth. Skills & Experience Required

Essential

5+ years operational experience in air freight, aviation logistics, AOG, or time–critical freight. Strong leadership capabilities with prior experience managing a team. Deep understanding of global air freight operations, road freight, customs, handling agents and airlines. Excellent communication skills and the ability to manage high–pressure, time–sensitive situations. Strong BoxTop or similar FMS experience. Customer–first mindset with exceptional attention to detail. As an agency we are fast becoming the number one Freight specialist in the UK. We have a fast growing reputation with most Freight related companies. Freightserve has been established since 1992 working within the Freight Forwarding and Shipping industry.

Ad ID: 5417988652