Canal & River Trust

  • Boat Licence Support Officer

    Job Locations Enfield | Brentford
    Job ID
    2018-5410
    Closing Date
    31/8/2018
    Position Type
    Permanent FT
    Function
    Operations
    Advertised Salary
    £29,295 inclusive of London allowance & car cash allowance
  • Job Purpose

    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.

     

    We are looking for a highly organised, effective communicator who is committed to resolving difficult situations to join our Boat Licence Customer Support on our London Waterways.

     

    The role will be based at our Enfield or Brentford office and is 37 Hours per week.

    Licence Support Officer is a uniformed position which operates from both the office and out on site and is responsible for a high level of customer contact with boaters within their defined geographical area to minimise licence evasion and maximise compliance with the licensing terms and conditions in an efficient and effective manner.

    In this role you will be working with customers where a structured approach is required in an environment which deals with often difficult, complex and sensitive issues. Interactions could be face to face, over the phone or via written communication, so your communication skills are very important to us and to you effectiveness in this role.  

    Knowledge, Skills/Qualifications & Experience

    • Where boats remain unidentifiable, unlicensed or non-compliant with their terms and conditions ensure they are dealt with appropriately and efficiently in line with our processes, and where necessary give evidence on behalf of the Trust at court and/or be involved in the physical removal of boats from Trust waters
    • Support early identification of potential vulnerabilities, equalities issues and other factors which may affect compliances and ensure these are progressed in accordance with the Trust’s processes and where necessary working with external support agencies (e.g. Waterway chaplains)
    • Communicate effectively with a wide variety of customers, colleagues and other stakeholders on often very complex issues.  This will involve using both written and verbal communication skills as well as face to face meetings both in the office environment and whilst out on site.
    • Review data, liaise with other colleagues and, where necessary carry out 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.
    • 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.
    • 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

    Skills, knowledge & experience 

     

    • Working with customers where a structured approach is required in an environment which deals with often difficult, complex and sensitive issues.  Interactions could be face to face, over the phone or via written communication.
    • Competent awareness and understanding of relevant Acts, Bye Laws and licensing terms and conditions, affecting Canal & River Trust
    • Computer literacy, including knowledge of appropriate business software and systems.
    • Knowledge of Canal and River Trust computer systems and basic knowledge of Canal and River Trust policy, principals & standards (preferable)
    • A basic knowledge of the requirements of the Data Protection Act and Equality Act would be beneficial.
    • Effective communicator, both verbally and in writing with a wide variety of stakeholder, including court appearances and user group forums.
    • Helmsman/deckhand qualification (possibly BML) may be required in areas where a patrol boat may be operated.
    • Able to work under own initiative, attention to detail and ability to deliver results in challenging situations.
    • Excellent team working skills, a logical thinker, problem solver, with a positive ‘can do’ attitude.
    • Highly organised and calm under pressure.
    • Driving licence essential – driving is integral to the role

    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, we are offering inner london allowance and a car cash allowance. We also offer a competitive contributory DC Pension scheme arrangement, and numerous other employee benefits, including several salary sacrifice benefits.

     

    We are striving to represent the diverse communities that we are a part of. All candidates will be treated on the basis of their merits, skills and abilities and solely by being assessed against the requirements for the job. Many of our vacancies can be considered for people who wish to work flexibly, job share or part time.

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