Case Management Officer, Customer relations

Canal & River Trust; Ellesmere Port; Remote; GBP 26,000; Full time

Job summary

An established industry player is seeking a dedicated Case Management Officer to ensure compliance and support enforcement processes for boating licenses. This remote role offers flexibility and the opportunity to make a significant impact on the waterways. You will manage enforcement cases, engage with customers, and collaborate with various teams to resolve issues effectively. With a focus on detail and legislative awareness, you'll help maintain the integrity of the waterways while enjoying a competitive salary and excellent benefits, including a robust pension scheme and generous holiday allowance.

Benefits

25 days paid holiday plus Bank Holidays

Annual £200 learning & growth allowance

Free access to counselling services

Employee discounts on store, boating holidays

2 days paid volunteering leave annually

Free fishing facilities across our network

Qualifications

• Experience working with customers in difficult circumstances.
• Ability to manage a high workload from home while meeting deadlines.

Responsibilities

• Manage a caseload of enforcement cases for boats across the waterway network.
• Prepare files for unresolved licence enforcement and communicate effectively with customers.

Skills

Communication Skills

Problem-Solving Skills

Attention to Detail

Customer Service

Legislative Awareness

Tools

Office 365

CRM Systems

Job description

Job Purpose

Job title: Case Management Officer

Working Hours: 37 Hours Per week, Monday - Friday

Advertised Salary: £26,000

Location: Remote working from home, with a regional hub in Ellesmere Port, Burnley or Leeds.

Working hours: 08.30 to 17.00 Monday to Thursday, 08.30 to 16.30 on a Friday

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.

Our Licensing, Compliance, & Enforcement teams are committed to returning to a boat licensing rate of at least 95% by 2028. The Trust has around 35,000 boats on its waters, with around 7,600 of those 'continuously cruising' and must meet additional requirements for boats without a home mooring. The Trust manages approximately 3,000 core enforcement tasks each month, at various stages. The majority of cases are resolved, but around 100 boats are removed from the water each year due to enforcement actions. About 10% of these boats are lived aboard.

Our Case Management Officer plays a critical role in ensuring that, when licensing compliance cannot be achieved, cases are progressed professionally and efficiently through defined licence and statutory enforcement processes to remove (or resolve with) non-compliant boats from Trust waters.

Location and coverage

The role will be based remotely, with expectations to attend face-to-face meetings at hub locations when required. Relevant hubs for office access are Ellesmere Port, Burnley or Leeds.

It will be necessary for the Case Management Officer to make site visits to boats and boat removals occasionally, and to give evidence in court as required. Travel may often be to remote locations, so a driving license and access to a personal vehicle are desirable.

See our network here: canal-and-river-network

Knowledge, Skills/Qualifications & Experience

Key accountabilities:

• Manage a caseload of enforcement cases for boats across the waterway network, including continuous cruising, licence enforcement, and licence T6C non-compliance.
• Receive and progress enforcement cases involving customer contact, task allocation to other teams, evidence gathering, and case documentation.
• Support early identification of vulnerabilities, equality issues, safeguarding concerns, and other factors requiring involvement from our welfare or safeguarding teams.
• Prepare files for unresolved licence enforcement, including files for our boat removal contractor or court, with support from our legal team.
• Understand waterways legislation, boat licence terms, and Trust policies to make effective and lawful decisions.
• Communicate effectively with a wide variety of customers, using both written and verbal skills.
• Work closely with ranger, welfare, advisor, and legal teams to ensure effective case allocation, customer support, and risk management.
• Maintain relationships with credit control to understand financial circumstances of cases.
• Identify actions and process steps required by other teams to progress cases, managing relationships to ensure efficiency.
• Ensure risks and complaints are escalated appropriately and promptly.
• Contribute to process and policy improvements and identify key areas for team efficiency.
• Make site visits and provide court evidence as needed.
• Maintain relationships with other case managers and regional teams to understand regional priorities and local knowledge.
• Display the Trust values and behaviours at all times.

About you

Technical:

• Ability to work closely with various processes, with great attention to detail and legislative awareness.
• Experience working with customers in difficult, complex, and sensitive circumstances.
• Ability to collaborate with others to complete actions within processes.
• Experience dealing directly with customers or the public regarding complaints, conflict, or enforcement.
• Experience in file building and accurate documentation.
• Awareness of mental or physical health risks and safeguarding concerns.
• Beneficial: Knowledge of relevant Acts, Bge Laws, and licensing terms, to be covered in training.

General:

• Experience working with customers in challenging circumstances.
• Ability to work cooperatively with others to complete actions and tasks.
• Problem-solving skills to support customer compliance and support enforcement resolution.
• Excellent communication skills, both verbal and written.
• Proficiency with Office 365 and CRM systems.
• Ability to manage a high workload from home, staying focused and meeting deadlines.

To Apply: Click on the "Apply for this job" button, complete the application form, and upload your current CV.

If you have questions, contact [e-mail]

What We Offer

In addition to a salary of £26,000, we offer a competitive contributory DC Pension scheme and various employee benefits, including flexible working options. Benefits include:

• Matching contributions to a DC Pension scheme, up to 10%.
• 25 days paid holiday plus Bank Holidays, increasing to 30 days after 5 years.
• Annual £200 learning & growth allowance.
• Free access to counselling services.
• Employee discounts on store, boating holidays, and holiday schemes.
• 2 days paid volunteering leave annually.
• Free fishing facilities across our network.

We value diversity and are committed to inclusive recruitment. We encourage applications from all backgrounds and communities.

Join us in preserving our waterways for future generations. Learn more at https://canalrivertrust.org.uk/about-us.