Canal & River Trust

  • Customer Operations Supervisor - Shrophsire Union North & Llangollen Canal

    Job Locations UK-Northwich
    Job ID
    Closing Date
    Position Type
    Permanent Annualised Hours
    Operations & Asset Management
    Advertised Salary
  • 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.


    We are seeking an ambitious and forward thinking Customer Operations Supervisor to join an already successful team in the management and stewardship of some of the busiest canals in the country. Your challenge will be to continue with the ongoing development and improvement of our customer operations facilities whilst at the same time conserving our unique waterway heritage across the 59klm that form part of the Northern reaches of the Shropshire Union Canal and an 18klm length of the Llangollen Canal .


    Knowledge, Skills/Qualifications & Experience

    The successful candidate must have the ability to work with a wide variety of customers in the identification and delivery of waterway related improvements that will not only increase the numbers of visitors to our waterways but also ensure their satisfaction whilst they are with us. On a daily basis they will be accountable for the proactive and successful management of a team of 6 customer operations staff and 1 volunteer team leader. They will also be responsible for the delivery of an agreed annual program of planned works whilst at the same time ensuring their team are available to cover any unplanned works or emergency response required across the waterway under their control. Other duties will include essential water control responsibilities including communications across boundaries to ensure effective safe levels are secured, vegetation management, customer service facility management along with some small-scale construction tasks.

    There is also an important requirement to ensure all budgetary responsibilities are managed and delivered on target and program in-line with the annual plan. The post holder will also be required to work with a large volunteer workforce and continue the process of successfully integrating them into the delivery program of works alongside and in support of our full-time operatives. Working with and increasing our local community and volunteer engagement is part of the Trusts strategic plan, with the post holder being required to be imaginative and forward thinking in the processes used to engage new volunteers and communities in support of the work we do.

    The successful candidate will be required to work some weekends and evenings in support of the delivery of our customer and volunteer activities. There is also a requirement to work as part of our emergency response team as a duty officer managing local teams of operatives on standby. These duties form part of a rota system which typically requires the post holder to work a 1 in 7 / 8 weekly rota pattern.

    We are looking for somebody who is able to promote a safe and secure customer experience on our waterways. Delivering the general works program to enhance the reputation of the network as a valued national asset supporting Canal & River Trusts aims to improve safety and increase the numbers of people using the waterways whilst protecting the heritage and integrity of the inland waterways network. 

    Qualifications & Skills -

    • Valid UK Driving Licence
    • NEBOSH National General Certificate in Health & Safety or NVQ
    • Comprehensive experience in operational management
    • Comprehensive experience of delivering works to time, specification and budget
    • Comprehensive experience in line management
    • Experience of leading a team, coaching and motivating staff and supporting their personal growth.
    • Comprehensive experience in customer service
    • Excellent interpersonal, leadership and communication skills; must be able to maintain favourable working relationships with colleagues,volunteers and members of the public
    • IT literate

    What We Offer

    In addition to your salary and Car Allowance you will benefit from a generous contributory DC Pension and other benefits available to employees.


    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.


    To learn more about the Trust visit our website at


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