Job Purpose

We are the charity who look after and bring to life 2,000 miles of waterways across England and Wales, because we believe that life is better by water. Every role across the Trust plays it's part in transforming our canals and rivers into spaces where local people want to spend time and feel better, bringing wellbeing benefits to millions.

The role of Customer Support Administrator is to deliver excellence in customer service and support for customers - dealing with face to face enquiries, on the phone and in written communications, providing general administration and financial support to the regional West Midlands team. 

How we make a difference (https://canalrivertrust.org.uk/about-us/how-we-make-a-difference). 

West Midlands team work (https://canalrivertrust.org.uk/about-us/where-we-work/west-midlands).

Location

The role will be based working from home, with the allocation of a nearby Hub for collaborative working at our Cambrian site in Birmingham (B1 2AN). 

This role will be split between Cambrian and home, working at the office on the Customer Service reception min. 2 days a week on a rota basis, with the remaining days spent working from home. 

This is a full time role (37 hours) with an expectation to work occasional weekends per requirements. 

Knowledge, Skills/Qualifications & Experience

Key Accountabilities:

• Part of the front of house team at waterway offices, ensuring that all enquiries are managed in a friendly, helpful, professional and conscientious way.
• Produce accurate and timely communication for our customers for example, through telephone calls, notice boards, post, email, social media and our website notices. 
• Coordinate the organisation of events and functions within the waterway, for both internal and external customers.
• Cash handling for licences, electric cards, laundry and lockages.
• Provide administration services for the waterway including managing the post, booking meetings, minute taking, organisation of occupational health visits, training, building management and equipment servicing.
• Produce accurate and clearly presented reports that support the needs of the business.
• Maintain accurate and well organised systems of records that are easily retrievable.
• Manage customer enquiries through our Sugar CRM system, ensuring compliance with our customer service standards. 
• Provide support to ensure the effective running of welcome stations around the waterway.
• Ensure that diversity and inclusion are integrated into all aspects of Trust life. 

About You:

Technical:

• NVQ Level 2 Business Administration, desirable. 
• Proven experience in a customer service area, providing “front of house” services via telephone, notice boards, post, email, social media, etc. 
• GCSE in Maths and English.
• Confident in the use of the MS Office word processing and spreadsheet software.
• Some experience working with SAP or Sugar, beneficial. 
• Some budget management experience, advantageous. 

General:

• An ability to adapt and prioritise work is essential. 
• Proven experience of administration and minute taking where applicable. 
• Communication skills that allow you to inform, help and advise customers clearly and professionally and liaise with other professionals.
• Ability to deal with difficult and potentially confrontational situations.
• Confidence, patience, politeness, tact and diplomacy, when addressing customer enquiries
• Good personal presentation, especially when working with customers face to face.
• Some knowledge of working safely.

We are currently conducting our interview processes virtually as we continue to respect and follow necessary social distancing guidance to protect our team and our candidates. You may be invited to a face to face further stage interview which will always be conducted following strict social distancing guidelines.