License Support Officer

Job Purpose

Job Title: License Support Officer x2

Advertised Salary: £34,082 (Inclusive of Inner London Allowance & Car Cash Allowance)

Location: London & South East – Based from Milton Keynes or Little Venice hub.

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.

We are looking for a highly organised, effective communicator experienced and skilled in resolving difficult situations with sensitivity and care to join our Boat Licence Customer Support team in our London & South East Region. The roles is based remotely, working from home, however you will be required to attend your local hub for team meetings and collaborative working when required. Regular visits to the network within your geographical area will also be required for the purposes of serving letters and notice to boats, and occasional removal of boats. Occasional travel to other parts of the region will also be required. Your assigned hub location will be based upon which area of the network you cover and will be at Little Venice/Paddington. Click on the link to find out more about out London & South East Team & Work

We are looking to recruit one Officers to the following waterways:

• River Lee – Area coverage includes includes River Lee Navigation,

  from Roydon/Rye house down to Tottenham. The assigned hub base for this role will be London Central, Little Venice, W2 6ND.

How we make a difference

Licence Support Officers operate from both the office and out on site and are 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. You will be in a highly visible and accessible role, working alone at times. Our London & South East LSO's provide support or cover across other areas in the London & South East region from time to time, so your flexibility will be required.

Knowledge, Skills/Qualifications & Experience

About the role

This role is based working from home, with approx. 1-2 days per week working with colleagues or meeting with customers and stakeholders out on the waterway(s) you are assigned to.  Within our London & South East region we have an increasing number of boats registered on our waterways - they are busy, thriving places and we have a vacancy to come and join this diverse and busy team to support our customers and our operations. In this role you will be working with customers where a structured approach is required in an environment which deals with sometimes difficult, complex and sensitive issues. Interactions could be face to face, over the phone or via written communication, so your excellent communication skills are very important.

Key Accountabilities:

• 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.
• Update customer management systems and other Trust databases with timely, accurate information on a daily basis.
• 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.

About you

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. You will be in a highly visible position and accessible to our customers and visitors across your area. You will be a self aware individual who has the sensitivity to consider others, assess situations effectively and communicates with respect and care at all times.

Your skills & experience:

• Demonstrate experience working with complex customer needs in a similar/transferable environment (such as housing, social care, etc).
• Demonstrate experience managing sensitive case-work effectively and within compliance guidelines.
• Computer literacy – much of our work is conducted using Microsoft Office products such as Word, Excel, MS Teams & Outlook. Local system training will be provided however proficiency in MS Office products is essential, while experience of databases such as SAP and CRM is an advantage.
• Basic knowledge of the requirements of the Data Protection Act and Equality Act and an appreciation for GDPR requirements
• Effective communicator, both verbally and in writing with a wide variety of stakeholder, including court appearances and user group forums.
• Able to work under own initiative, attention to detail and ability to deliver results in challenging situations.
• Excellent team working skills, a logical thinker and problem solver
• Highly organised and calm under pressure.
• Driving licence essential – driving is integral to the role and car cash allowance is paid.

If you have any questions about this role, please contact CRT.recruitment@canalrivertrust.org.uk.  We'd love to hear from you.

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.

What We Offer

In addition to your salary of £34**,082 (£25,402 basic, £4,680 car cash allowance and £4,000 inner London allowance)****,** you will benefit from a competitive contributory DC Pension scheme arrangement, great holiday entitlement and numerous other employee benefits, including several salary sacrifice benefits, all of which can be found here (https://canalrivertrust.org.uk/about-us/work-for-us/our-benefits).

• 25 days paid holiday, plus paid Bank Holidays, increasing to 27 days plus Bank Holidays after 3 years
• Annual £200 personal learning & growth award to spend on any learning related activity – hobbies; aspirations etc.
• Free access to specialist counselling on a range of issues – health; financial; lifestyle; well-being; domestic & neighbourly matters.
• Access to a range of employee benefits including – store discounts; boating holiday discounts; holiday purchase scheme.
• 2 days paid volunteering leave, volunteering for local community project work.

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