Job Purpose

*** 12 month fixed term opportunity ***

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 Licence Support Advisor is an office based role responsible for high level of customer contact around the early stages of the evasion and non compliance processes. You will ensure a consistent approach is adopted throughout the Trust processes and provide administrative support to the wider team.

The role involves a high level of customer contact by phone, email and letter, and involves the early stages of the evasion and non compliance processes around boat licence terms and conditions.  A caring and empathetic nature is essential, whilst ensuring a consistent approach is adopted throughout the Trust processes to assist boaters in obtaining the required licence. Where boaters become non compliant, the licence support advisor supports them to keep within the required T&Cs, reducing the number of boaters entering into lengthy and costly enforcement action.  Providing administrative support to the wider Boat Licence Customer Support team is an integral part of the role.

Location & coverage

The LSA is a customer service, home based, national role involving high levels of administration. A nearby hub will be allocated for collaborative working in either Leeds, Liverpool, Burnley, Newark, Birmingham, Milton Keynes, Gloucester or Hatton.  

See our network here (https://canalrivertrust.org.uk/enjoy-the-waterways/canal-and-river-network). 

Knowledge, Skills/Qualifications & Experience

About the role

• Review data, liaise with other colleagues and, where necessary initiate customer contact in line with agreed processes to minimise licence evasion and non compliance with licensing terms and conditions.
• Ongoing recording, monitoring and progression of cases, ensuring they are escalated where necessary in line with the agreed processes.
• Communicate effectively with a wide variety of customers, colleagues and other stakeholders on often very complex issues. This will predominantly involve using both written and verbal communication skills but can involve face to face meetings.
• Support early identification of potential vulnerabilities, equalities issues and other factors which may affect compliance and ensure these are progressed in accordance with the Trust’s processes and where necessary working with external support agencies (e.g. Waterway Chaplains).
• Provide data to support management reporting required for the effective and efficient management of the team.
• Provide effective and efficient support to the team including the purchase and management of equipment including bikes, PPE and uniform, raising orders / invoices in line with the defined process.
• Contribute to the continual improvement of processes and policies used and support the identification of key areas which can help improve the effectiveness and efficiency of the team.

Skills & Experience 

• Working with customers where a structured approach is required preferably in an environment which deals with often difficult, complex and sensitive issues.
• Competent awareness and understanding of relevant Acts, Bye Laws and licensing terms and conditions, affecting Canal & River Trust.
• A high level understanding and usage of Excel including sorting, filtering, deduping, vlookup and pivot tables plus other charts and formulae as needed.
• A good understanding of the Equality Act 2010 and Data Protection Act 2018.
• Experience of SAP is desirable.
• An understanding and experience of a CRM system.
• A good working knowledge of Outlook and Word with excellent grammar and literacy skills.
• An excellent telephone manner.
• Able to work under own initiative, attention to detail and ability to deliver results in challenging situations.

To Apply:

Click on the "Apply for this job" button and follow the process - complete the application form & upload current CV.

If you have any questions about the role please contact CRT.recruitment@canalrivertrust.org.uk

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. 

What We Offer

At the Trust we care passionately for our waterways, and as importantly, for those who look after and use them. We strongly believe that a diverse workforce brings with it a diversity of ideas, thinking and ways of working which enhances what we do as a Trust.

In addition to your annual salary of Â£23,465, we are offering a competitive contributory DC Pension scheme arrangement, and numerous other employee benefits, including several salary sacrifice benefits.  Further details can be found here (https://canalrivertrust.org.uk/about-us/work-for-us/our-benefits). 

We are striving to represent the diverse communities that we are a part of. All applicants will be treated on the basis of their merits, skills and abilities and solely by being assessed against the requirements for the job.