Canal & River Trust

Customer Support Administrator

Job ID
Closing Date
Position Type
Permanent PT
Advertised Salary
£19,397.86 pro rata + Inner London Allowance

Job Purpose

The Canal & River Trust is one of the UK’s largest charities, we maintain 2,000 miles of historic canals, rivers, docks and reservoirs, along with museums, archives and the country’s third largest collection of protected historic buildings – preserving them for future generations.  Our waterways are exciting, vibrant places to work. 


We are currently looking for a Customer Support Administrator. As a Customer Support Administrator you will deliver excellence in customer service and support for customers, dealing with face to face enquiries, on the phone and in written communications and providing general administration and financial support to the waterway.


This role is to be based at our London, Docklands office.


Working Hours will be 9:00 – 3.30 Monday – Friday, advertised salary is based on full time equivalent. 


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 through for example telephone calls, notice boards, post, email, social media and our website.
  • 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, 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.
  • Use SAP to provide financial and administration services to the waterway, to ensure effective ordering of materials and supplies, to work with notifications and other financial processes.
  • Provide support to ensure the effective running of welcome stations around the waterway.
  • Displaying the Trust values and behaviours at all times
  • Ensuring that diversity and inclusion are integrated into all aspects of Trust life and promoting inclusion by challenging behaviour, practices, actions, or decisions that are counter to the objectives of the Trust’s policies and values


Knowledge, Skills & Qualifications –

  • NVQ Level 2 Business Administration – Preferable
  • GSCE in Maths and English
  • Some knowledge of working safely
  • Some budget management experience
  • Some experience in SAP
  • Proven experience in a customer service area, providing “front of house” services.
  • Proven experience of administration
  • Some experience of working with or as a volunteer(s)
  • 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
  • Confident in the use of the MS Office word processing and spreadsheet software
  • Confidence, patience, politeness, tact and diplomacy, when addressing customer enquiries.
  • Ability to work well under pressure;
  • Good personal presentation, especially when working with customers face to face



What We Offer

In addition to your salary, you will receive access to a generous contributory DC Pension Plan, Inner London Allowance, and excellent annual holiday entitlement.


You will be working with a great team to deliver a very important service offering our customers  across the waterway a positive experience and a desire to return.  You will be helping to spread knowledge and understanding of the Canal & River Trust and the great work we do.


We aim to represent the diverse communities we are part of and welcome applicants from across all sectors of the community. We strongly believe that a diverse workforce brings with it a diversity of ideas, thinking and ways of working which enhances what we do.


Find out more about the work we do and opportunities we have on our website:


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