National Customer Delivery Manager (Boating)

** Internal job title: National Boating Manager **

Advertised Salary: £56,000 + benefits

Location: Remote, with travel across our network required. 

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 its part in transforming our canals and rivers into spaces where local people want to spend time and feel better, bringing wellbeing benefits to millions. 

The National Boating Manager is accountable for all boating related customer service activities, boating engagement (customers and boating organisations, engagement with elected representatives and advisory groups).  The role holder supports the regions, works cross-functionally and engages with key external stakeholders. Reporting to Head of Boating & Customer Service, The National Boating Manager secures support for strategy & policy developments, contributing to and influencing the development of strategies across multiple directorates. 

The role manages the day-to-day relationship with our boating customers who use our waterways and is responsible for the relationships with boating organisations and lobbyists. The role also leads on support for national policy consultations and supports the regions with all appropriate escalated issues with elected representatives and local authorities.

Location & coverage

Our National Boating Officer will be offered on a remote working basis, with a requirement to attend our main hub spaces as and when required for team working and collaborative meetings.   

Relevant hubs include: Leeds, Liverpool, Burnley, Newark, Birmingham, Milton Keynes, Gloucester or London. 

The regularity & flexibility of travel will be discussed further at interview stage. 

See our network here (https://canalrivertrust.org.uk/enjoy-the-waterways/canal-and-river-network).  

Key accountabilities: 

• Line managing two direct reports - National Boating Officers.
• To be the engaging and highly visible ambassador of the Trust on behalf of all boaters and boating, demonstrating a positive external presence. 
• Support the development and implementation of the Trust’s better boating plan. This will include wider boating policies/strategic change programmes focusing on quality, excellence in customer service and increased financial contribution.
• Developing and managing all aspects of boating standards, policies and processes to ensure they are applied consistently.
• Work closely with national licence, compliance and enforcement manager to support implementation of policy and processes for managing boats on our network.
• Championing and delivery of improved boater satisfaction.
• Ensures information for boaters via the planned boater app, website and printed material is current, accessible and useful.
• Actively networks with boater organisations and boating businesses to build support for and in the Trust.
• Builds excellent data sets and information, reporting accurately monthly boating KPIs to regions and exec.
• Evaluates insight to develop effective communications programmes in conjunction with head of Boating and Customer Service and the communications team.
• Contribute to process improvements, cost minimisation strategies, and sustainable revenue generation development across leisure boating.
• Leading and implementing boating customer service initiatives and programs.
• Working in collaboration with Trust functions (Strategy Impact and Engagement, Marketing (SI&E)) to support the development of the Trust’s boating brand and promotion of boating.
• Setting standards and defining training for the wider Trust to ensure that the Trust develops a consistently high standard of service delivery to boating customers.
• Support and influence Trust functions to deliver lean and agile processes for customer channel, contact, resolution and complaints, making sure all is aligned with Trust strategy and informed by strategy and Insight objectives.
• Demonstrates leadership of a small team supporting personal growth and development.
• Seeks to recruit and work with volunteers to support the delivery of objectives.
• Display the Trust values and leadership behaviours at all times.
• Ensure 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.

About you

Technical: 

• Understanding and translating a strategic vision; and developing and delivering programmes of work, on time and on budget.
• Proven background delivering programmes of work within the business support area; identifying and overcoming process and policy challenges.
• Established experience of working collaboratively at a senior level of an organization.
• Exceptional communication skills at all levels, especially in engaging openly with customers and internal and external stakeholders.
• Proven leadership and change management skills.
• Experience of leading, managing and developing a professional team to achieve exceptional customer service and a high-performance ethos.
• Degree or equivalent and / or relevant postgraduate qualification, beneficial. 

General: 

• A high level of enthusiasm, flexibility.
• Track record of clear commercial acumen and business management experience gained in a complex operating environment.
• Ability to handle pressure and critical decision making.
• Ability to adjust to changing circumstances without losing focus.
• Excellent interpersonal & influencing skills, possessing the confidence to challenge others constructively.

To apply:  click on the "Apply for this job" button and follow the process - complete the application form & upload current CV.

If you have any questions about the role, please contact CRT.recruitment@canalrivertrust.org.uk

We reserve the right to close this vacancy early if we receive sufficient suitable applications for the role. Therefore, if you are interested, please submit your application as early as possible.

In addition to your annual base salary of £56,000, we also offer a competitive contributory DC Pension scheme arrangement, and numerous other employee benefits, including several salary sacrifice benefits we are also open to flexible working arrangements. These include:

• Competitive contributory DC Pension scheme arrangement, where we will double your contribution to a maximum of 10%.
• 25 days paid holiday (plus paid Bank Holidays), increasing to 30 days after 5 years.
• Home working status with ‘hub’ facilities available should you need the flexibility to work outside of home.
• Annual £200 personal learning & growth award to spend on any learning related activity.
• Free access to specialist counselling on a range of issues, e.g. health, financial, well-being and domestic matters.
• Access to a range of employee benefits including store discounts, boating holiday discounts and holiday purchase scheme.
• 2 days paid volunteering leave per annum, allowing you to volunteer for a local community project etc.
• Free fishing facilities across our canal network.

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 are striving to represent the diverse communities that we are a 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.

When you join the Canal & River Trust you become a member of an engaged team working to preserve our heritage for future generations. Come and share your passion and knowledge with a team that makes a difference to millions of people every day.

Find out more about us on our website: https://canalrivertrust.org.uk/about-us