Canal & River Trust

Customer Operations Team Leader

Job ID
Closing Date
Position Type
Permanent Annualised Hours
Advertised Salary

Job Purpose

Canal & River Trust is custodian of 2,000 miles of the country’s canals and rivers. The role of the Trust is to maintain the waterways for the benefit of the nation and to protect them for future generations. Our vision is that in 200 years’ time the waterways will still be playing a vital role in the health, wealth and well-being of the nations they serve. Our mission is to have by 2020 a thriving, sustainable waterway network cherished by a public that shares a deep sense of responsibility for its wellbeing.

We currently have an excellent opportunity to join the Trust as a Customer Operations Team Leader.

The role is required to provide excellence in the visitor experience for the Canal & River Trust through the organisation of a team of staff and volunteers to deliver a programme of maintenance and repair works to protect and enhance the reputation of the network as a valued national asset and the provision of customer service.          

At the Canal & River Trust we want to create a sustainable and evolving canal and river network that is a national treasure – accessible to and cherished by all. Core to delivering this vision the job holder will be committed to equality and diversity whereby fellow employees, customers, our partners and volunteers feel respected, included and valued.

Knowledge, Skills/Qualifications & Experience

The responsibilities of the role will include:

  • Controlling of volunteers in the delivery of works to ensure they are completed safely and to the correct quality, whilst maintaining volunteer satisfaction and delivery to programme.
  • Helping to develop and co-ordinate our local volunteer opportunities.
  • Providing support for the delivery of a programme of maintenance and repair works, by staff and assisted by Contractors as required, to the ensure the waterway infrastructure is well maintained, whilst maximising customer satisfaction.
  • Organisation of a team of operatives and craft operatives to deliver the programme of works to time and the correct quality.
  • Provide and support the delivery a first level of response for reactive works, at all times, to ensure the safety of customer and the availability of the network.
  • Co-ordination of vehicles and equipment for the efficient delivery of works.
  • Promotion of a strong safety culture within the team to ensure all works are completed with safety as a priority thereby ensuring the wellbeing of staff, volunteers and customers by minimising he number of accidents is minimised.

Skills/qualifications relevant to the role:

  • Proven experience of delivering works to time, specification and budget
  • Some experience in customer service
  • Some experience in line management (desirable)
  • Some experience of organising volunteers (desirable)
  • Some experience of working with volunteers (desirable)
  • Strong interpersonal and communication skills
  • Strong practical skills
  • Strong IT skills
  • Organisational skills and record keeping
  • Full valid UK driving licence

What We Offer

  • In addition to your salary, we offer a highly competitive contributory DC Pension Scheme
  • Opportunity to take part in team voluntary days supporting activity on our waterways
  • Opportunity to learn and grow within an evolving organisation
  • Various additional employee benefits to select from

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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