Head of Customer & Operations Support

HEYSHAM PORT LTD; Sheerness; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Matched pension up to 10%

Flexible Benefits package

Learning and development

Employee assistance programme

Job summary

Port of Sheerness seeks a Head of Customer and Operations Support to lead vessel planning, resource planning and operational delivery. You will collaborate with the Port Director and senior teams to meet customer service, financial performance and safety goals.

This leadership role emphasizes strong stakeholder engagement with customers, vessel agents and contractors, ensuring service levels are achieved and safety standards are embedded across operations.

Qualifications

• Experience within a port environment and vessel planning responsibilities.
• Understanding of customs clearance requirements; knowledge of port community systems helpful.
• Experience leading operational improvement or major projects with measurable benefits.
• Ability to interpret complex operational and commercial information for senior audiences.
• Proven track record managing relationships and service levels with customers and partners.
• UK driving licence and IOSH/NEBOSH qualification advantageous.

Responsibilities

• Lead vessel planning, berth occupancy management and resource deployment.
• Drive operational delivery services and performance objectives with senior stakeholders.
• Build relationships with customers, suppliers and internal teams to ensure service levels and safety.

Skills

Port experience

Vessel planning

Berth occupancy management

Resource deployment

Stakeholder management

Destin8 knowledge

Tools

Destin8

Job description

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Head of Customer and Operations Support

Date: 4 Sept 2026

Your Role

As Head of Customer and Operations Support, you will lead the teams responsible for vessel planning, resource planning and operational delivery services at the Port. You will work closely with the Port Director, Deputy Port Director, Business Unit Managers and wider functional teams to achieve business performance objectives across customer service, financial performance and health and safety.

This is a varied leadership role where you will build strong relationships with customers, vessel agents, suppliers and internal stakeholders, ensuring service levels are achieved, commercial and financial controls are effective, and safe working practices are embedded across the operation.

You will have the opportunity to develop your experience in an operational port setting, influence how we deliver for customers and contribute directly to the performance, growth and ongoing development of the Port of Sheerness.

Who are we?

Already one of the UK’s leading port and logistics companies, we are planning substantial capital investment over the next 5 years to achieve our vision of becoming the UK’s leading port operator. We have ambitious plans to grow and transform the supply chain to benefit our customers. Our investments are decarbonizing our operations, which in turn is helping us work towards our goal of having Net Zero Port Operations by 2040. Much of our success depends on our unrivalled facilities and technology. But in our sector, it comes down to having the right talent to enable our organisation to grow.

What you’ll bring

• Experience within a port environment, including vessel planning, berth occupancy management, resource deployment and leading operational teams.
• Understanding of customs clearance requirements; knowledge of Destin8 or similar port community systems would be advantageous.
• Experience of leading operational improvement, transformation or major project initiatives that have delivered measurable improvements in productivity, service delivery or financial performance.
• Ability to analyse, interpret and present complex operational and commercial information clearly to a range of audiences, including senior leaders.
• Proven experience of managing relationships and service level agreements with customers, suppliers, contractors and external partners.
• IOSH Managing Safely or NEBOSH General Certificate would be advantageous, alongside a full UK driving licence.

What we can offer you

In addition to a competitive salary, we have a strong track record of developing our people to expand their skills, experience and careers. This role offers the chance to broaden your operational leadership experience, contribute to the performance of a strategically important port and be part of a supportive senior leadership team. Valuing and rewarding our workforce is important to us, which is why we offer a fantastic range of flexible benefits to choose from, such as:

• Matched contribution pension scheme up to 10%
• Peel Ports Flexible Benefits including salary sacrifice car scheme, healthcare cash plans, Cycle2Work Scheme, critical illness insurance, gyms, retail vouchers
• Commitment to learning and personal development
• We promote good physical and mental health and can provide additional support to colleagues via our employee assistance programme when required