Canal & River Trust

  • Customer Support Manager - Boat Licencing

    Job Locations UK-Birmingham | Leeds | UK-Buckinghamshire-Milton Keynes
    Job ID
    Closing Date
    Position Type
    Permanent FT
    Customer Service/Support
    Advertised Salary
    £50,00- £55,000 + Car Cash Allowance
  • Job Purpose

    We're 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.  We are now looking for an experienced Customer Support Manager - Boat Licencing to join our team, based from one of our Main offices at  Birmingham, Wigan, Leeds or Milton Keynes.  This is a National Role, so location can be flexible.  You should also expect to be required to travel on a regular basis across our UK and Wales locations.  A car cash allowance accompanies this role.   


    This is an interesting and important role at the Trust. As Customer Support Manager for Boat Licencing you will be responsible for providing a service to support the needs of boating customers and other licence holders and implementing strategies which improve experience, protect income and secures the Trust’s reputation and future ambitions.


    Knowledge, Skills/Qualifications & Experience

    About the role:


    • Act as key member of the Head of Customer Service Support‘s team and influence boating strategy and priorities  
    • Implement the agreed boat evasion and compliance strategy
    • Manage the Trusts boating case risk register acting as the lead for Customer Services, Legal and Welfare and making sure that Customer welfare, regulatory, reputation and financial risks are managed effectively and escalated when required
    • Work with the Trusts Equality Officer, regional resources and other functions to make sure provision is made for those customers with vulnerabilities and those customers impacted by equalities issues
    • Contribute to policy development and implement procedures which support customers, reduce licence evasion and improve compliance.
    • Provide guidance and support to regions for compliance with licensing terms and conditions and ensure that processes are clearly documented and followed consistently by all staff. 
    • Manage the trust central licence compliance support function and the interface between regional boat customer licence support teams
    • Act as the subject matter expert who contributes, informs and supports initiatives within the Trust
    • Monitor progress against these policies and identify further areas requiring resolution, including national monitoring of cruising patterns of declared continuous cruisers including monitoring and evaluating emerging technologies
    • Adapt processes to support policy changes
    • Ensure projects are progressed in a timely, efficient manner
    • Adopt a continuous improvement model to ensure accuracy of data and systems
    • Due to the high profile nature of the work undertaken there is close working relationships with the legal and comms teams, as well as supporting regions in meeting their local priorities
    • Provide leadership in the boat license customer support function with matrix management of BLCS teams in regions 


    About you:


    This is a challenging role, and you will be accessible and visible across our internal and external network.  You will be an effective communicator who is adaptable and flexible in your approach to dealing with customers and clients with complex issues.  You must be able to deal with complex issues at a senior level  working with the regions, legal team and externally with customers and other stakeholders. Resilient, problem solver, and influencer will all be personal traits you strongly identify with and must be able to demonstrate.


    Your skills, experience & education 

    • Degree, management qualification or relevant professional qualification or knowledge and ability at an equivalent level
    • Experience of leading, managing and engaging a team
    • Experience of working at both a strategic and operational level
    • Experience of identifing issues and problem solving by implementing process to resolve
    • Computer literacy, including knowledge of appropriate business software and systems and SAP
    • Either holds or will be required to obtain a good knowledge of Trust’s’ procedures, bye-laws and boat licensing terms and conditions
    • Driving licence essential- driving is integral to the role
    • Ability to demonstrate a track record of delivery of projects and working with a level of autonomy
    • Ability to plan and organise well, multi-task and deliver on promises, even when working under pressure
    • 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
    • High level of customer service skills, ability to deal with complex and challenging issues and a variety of customers in difficult circumstances.  Ability to communicate effectively both internally and externally to a wide variety of customers, including user forums.
    • Excellent communication skills with the ability to convey complex information in an accessible format.

    What We Offer

    In addition to your salary, we can offer, car cash allowance, a competitive contributory DC Pension scheme arrangement, 25 days annual leave - which increases with service (+ statutory days),  and numerous other employee benefits to select from.


    The Canal & River Trust is one of the UK's largest charities, and we have a mission to improve wellbeing across our communities and waterways.  Come and join us, and help us to transform our communities.


    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 by clicking this link: Work-For-Us 



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