Northampton - TMO Customer Service Advisor

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Serco have a great opportunity for a Customer Service Advisor to join the team at RAF Croughton.

Arranges official air travel, performs customs pre-clearance inspections and ensures movers are in compliance via quality inspections.

As part of the role, you will need to be expected to fulfil the role of a Senior Customs and Border Clearance Agent (SCBCA). The SCBCA program managers and SCBCA Stamp holders shall be United States Citizens IAW ECM 4002.01 Paragraph 2-7. The contractor shall have an Alternate Program Manager and Alternate Stamp Custodian, meeting the same requirements as program managers, designated in writing, to ensure program consistency during periods of leave/pass or sickness.

The role will report directly to the TMO Supervisor at RAF Croughton and training will be given on all aspects of the role.

Main responsibilities of the role include:

• Reports directly to and assists the TMO Supervisor with all TMO related matters in support of the Contract.
• Plan and organise outbound and inbound personal property moves to worldwide locations.
• Prepare shipment applications, counselling forms and applicable custom documents.
• Counsel personnel and eligible dependents on personal property movements and applicable customs requirements. Review official travel orders and determine transportation entitlements.
• Assist customer with arranging movement of privately owned vehicle and counsel them on preparation requirements prior to shipment.
• Utilize computer systems to set up personal property outbound pick-ups and inbound delivery dates.
• Perform agriculture inspections on outbound personal property at customer’s residence prior to pick up to ensure cleanliness of items and that shipment is pest free
• Conduct Quality Assurance (QA) inspections at customer’s residence or by phone of all moves to ensure moving companies are packing, picking up and delivering shipments in accordance with the tender of service.
• Conduct semi-annual moving company warehouse inspections to ensure facilities comply with Security, fire prevention and suitability to store personal property shipments.
• Conduct monthly agriculture inspections of moving company warehouses to ensure facilities are clean, pest free and suitable to store personal property shipments destined for the United States.
• Operate left hand drive sedan to perform agriculture, QA and warehouse inspections. Area of coverage is local, London, Midlands, Southwest and Wales. Long journeys required and sometimes an overnight stay needed.
• Prepare, maintain and issue travel documents. Process pay adjustment forms when excess costs are involved with commercial travel.
• Perform after hours emergency travel standby. Arrange airline flights with 24 hour CTO and issue travel documents to customer.
• Maintain passenger travel files.
• Support as required with outbound and inbound cargo movements and produce customs forms
• Plan and organise outbound and inbound personal property moves as required by the customer
• Prepare shipment applications, counselling forms and applicable custom documents
• Counsel personnel and eligible persons on personal property movement and customs requirements
• Utilize designated computer based operating platforms to set up personal property collections and deliveries.
• Arrange with third party carriers for the commercial transportation of personal property.
• Support the TMO Supervisor with any other tasks that are required within the AMC Contract

What you’ll need to do the role:

• Be able to gain appropriate clearances, being a United States Citizen
• To be able to communicate with customers and staff in an articulate and professional manner whilst being effective.
• Able to work as part of a team
• Strong administrative and organisational skills
• Computer literate and ability to learn unfamiliar computer programmes
• Full clean driving license
• Full training will be given

What we offer:

• Salary: Competitive salaries with annual reviews.
• Pension: Up to 6% contributory pension scheme.
• Holidays: 25 days' annual leave plus bank holidays.
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.