Canal & River Trust

  • Customer Support Administrator

    Job Locations UK-London
    Job ID
    Closing Date
    Position Type
    Permanent FT
    Advertised Salary
    £22,868 Inclusive of Inner London Allowance
  • Job Purpose

    Following a review of our services and to better support the needs of the huge variety of individuals and groups that use our waterways, we are now looking to recruit an engaging and positive Customer Support Administrator (CSA) to join the London and SE Customer Support regional team.

    The CSA role covers two main areas; Customer Service, delivering excellence in customer service and support for customers. As part of the front of house team, you will ensure that all enquiries are managed in a friendly, helpful, professional and conscientious way. You will also produce accurate and timely communication for our customers for example, through telephone calls, notice boards, post, email, social media and our website.

    The other main area this role covers is; Business Support (Administration), providing general administration and financial support to internal stakeholders in the Regional Operational Teams. You will provide services including (but not limited to), booking meetings, organisation of occupational health visits, training, building management logs and equipment servicing records.

    As a CSA, you are the foundation of support and interaction with customers, often being the first face or voice that they will engage with. You will also provide a vital service to internal stakeholders, who will rely on you to help support them with the smooth running and experiences received by all the users across our waterways.

    Based out of our fantastic office location, next to the canal in Little Venice and only 10 minutes’ walk from Paddington Station, you will not see this role as ‘just a job’. Alongside your great customer support and administration skills, you will have a genuine interest in the waterways that we look after, whether that be from an ecology, conservation, boating, wellbeing and/or community engagement / charity perspective.

    In order to provide a high-level of service to our customers and to also map our work patterns to that of our waterway operational teams, please note that this role will involve (on a rota basis) working at weekends and also bank holidays.

    Interested? then read on further to find out more about the key accountabilities of the role and to see if your skills and experiences match our requirements.

    Knowledge, Skills/Qualifications & Experience

    Key Accountabilities:

    • 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.
    • 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.
    • Ensure that diversity and inclusion are integrated into all aspects of Trust life and promote inclusion by challenging behaviour, practices, actions, or decisions that are counter to the objectives of the Trust’s policies and values.

    Knowledge, Experience & Skills:



    • 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.
    • Proven experience in a customer service area, providing “front of house” services.
    • Proven experience of administration.


    • NVQ Level 2 Business Administration.
    • GCSE in Maths and English.
    • Knowledge of working safely.
    • Budget management experience.
    • Experience in SAP.
    • Experience of working as or with volunteer(s).

    On joining the Trust, we expect all colleagues to embody the Trusts’ values (Caring, Open, Local, Involvement and Excellence) and behaviours including;

    • 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.
    • Leading by example, ensure your team take responsibility for the safety of colleagues, volunteers, themselves and customers. Comply with Canal & River Trust’s Health & Safety policy and defined standards. Investigate and report incidents, accidents and near misses. Ensure safe use of appropriate equipment, prepare Risk Assessments and Method Statements ensuring contents are understood and acted upon.
    • Being aware of your own responsibilities regarding safeguarding and to support our commitment to providing safe environments and working practises that promote and protect the safety and welfare of children, young people and adults at risk at all times.

    What We Offer



    In addition to your base annual salary & inner London allowance provided with this role, the Canal & River Trust offers a competitive contributory DC Pension scheme arrangement, great holiday entitlement and numerous other employee benefits, including several salary sacrifice benefits. Further details can be found here.


    We believe that continuous personal & professional development are important, and through many Trust internal programmes & externally supported development programmes we are pleased to support your ongoing growth and development in this role.


    Application Process


    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.

    We aim to represent the diverse communities we are part of and welcome applicants from across all sectors of the community. 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

    Before considering applying, please think about how you match all our requirements. Before submitting your cv/application, please consider how you are demonstrating your suitability to us for this role

    To apply, click "Apply" and submit your CV and the associated application form.


    Application Timelines

    Closing date:                 11.59pm, Sunday 23rd February 2020

    Interview date:              Thursday 27th and/or Friday 28th February 2020

    Interview Location:        Canal & River Trust, The Toll House, Delamere Terrace, Little Venice, London


    If, on reflection, this role is not for you, thanks for taking an interest in us. Please do search the rest of our opportunities or come back another time to see if you can find something that better suits you.


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