Meet Our People: Jocelyn Burke

Compliance Manager

Welcome to our exclusive series of “Meet Our People” where we provide you with an exclusive look behind the scenes to introduce you to the dedicated individuals who drive the Customs Support team. These passionate professionals play a pivotal role in ensuring the success of our mission: empowering your global trade.

In this edition, we are excited to present Jocelyn Burke, who is our compliance manager at Customs Support Waterford.

Join us as Jocelyn shares her experience and insights in this article.

Who are you?

I’m Jocelyn Burke, the compliance manager here in Waterford. I joined the team here three years ago, when we were still Bell Transport. The acquisition happened a year later, and I have seen the branch go from strength to strength since.

What does a compliance manager do?

I am responsible for ensuring that the team follow all organisational, national and international regulations, and that they are kept up to date with any upcoming rules and procedures here in Ireland.

It can be a lot here as we have both EU and UK compliance to consider for different scenarios. I have to create and assess the performance of SOPs and also train staff when there is a knowledge gap.

What's your typical work in day like?

There is no typical working day; it just depends on what presents itself on the day and what is the priority. I am working with spot checking declarations, creating processes, liaising with revenue, training, all kinds of things.

Have you always worked in compliance?

No, I began this role in July and was a declarant before. But, before joining Bell three years ago, I actually worked in travel.

I love working in customs, though, and my skills from the travel industry have really come in handy with working in compliance: strategic thinking, time management, and due diligence, to name a few.

When I started with Bell, I learned my trade completing customs clearances at the start of Brexit. I moved up to supervisor and then we identified the need for a compliance manager, so after a discussion with Gary and Roisin – I began the role in July.

What do you like most about your role?

I love that there is always something to learn. The customs landscape is so expanse and complex, it allows me to indulge my love of knowledge seeking. I also work with some fantastic people! All of whom have a great passion for their job like me, and I feel part of a really special team at CSG.

You were with an acquisition before they joined the group. What have you liked about transitioning from an Ireland-only company to working with a European network?

The support. I have so much help, knowledge, and guidance at my fingertips because there are so many people to lean on – such as Adam, Miguel, or Nicolas. We’re able to learn so much from our colleagues, and it’s really upgraded our operations as a whole.

What is a reoccurring compliance issue you are helping customers with at the moment?

The most important and common one at the moment is direct representation, or power of attorney as it can be called. It’s important that these are completed correctly and checked to ensure they remain compliant over time.

So, what do you like to do when you're not at work, and how do you think that influences your work skills?

I have three kids and work a lot, so I like to relax and enjoy some downtime when I can. Good food, some wine, a good book, and watching rugby are all hobbies of mine. My son plays rugby, so you’ll find me there in the lovely Irish weather on a Sunday morning.

I think with our work it’s important to switch off when you leave. That way, you can come back revitalised and full of energy to pick it back up.

What's the most important thing a client should look for in a customs partner?

Compliance, naturally. You need to be approachable, you need to be adaptable, and you need to be there for customers, but if you aren’t compliant then there’s no point.

We are quite fortunate in our position that we provide our customers with end-to-end compliance throughout Europe, not just for our declarations in Ireland.

You work with a Europe-wide network. If you were to visit a location of Custom Support, where would you go and why?

I've been to quite a few places but I've never been to Italy. I love the food so why not?