Case Management Officer, Customer relations

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

Job summary

A leading charity is seeking a Case Management Officer to manage enforcement cases for boats across waterways. The role involves working remotely with occasional site visits and requires strong communication and problem-solving skills. The successful candidate will ensure compliance with licensing regulations and support vulnerable customers effectively.

Benefits

Double pension contribution up to 10%

25 days paid holiday plus bank holidays

£200 annual learning & growth award

Access to counselling services

Employee discounts and boating holiday discounts

2 days paid volunteering leave per year

Free fishing facilities

Qualifications

• Experience working with customers in complex, sensitive situations.
• Ability to work collaboratively to identify and complete actions.

Responsibilities

• Manage a caseload of enforcement cases for boats across the waterway network.
• Prepare files for unresolved licence enforcement, including files for court.

Skills

Attention to Detail

Problem-Solving

Communication

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.

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 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 cruise' and must meet the additional requirements for a boat without a home mooring. The Trust typically manages around 3000 core enforcement tasks each month, at various stages of process. The majority of cases are resolved, but around 100 boats are removed from the water each year as a result of enforcement process. Around 10% of these boats are lived aboard boats.

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 working from home, with the expectation to attend face-to-face meetings with colleagues at hub locations when required. Relevant hubs for office access: Ellesmere Port, Burnley or Leeds.

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

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

Key Accountabilities

• Manage a caseload of enforcement cases for boats across the waterway network, including continuous cruising and licence enforcement, and licence T6C non-compliance.
• Receive and progress enforcement cases involving customer contact, allocation of tasks to other teams, evidence gathering, and case documentation.
• Support early identification of potential vulnerabilities, equalities issues, safeguarding concerns, and other factors requiring involvement from welfare or safeguarding teams.
• Prepare files for unresolved licence enforcement, including files for boat removal contractors or court, with support from 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, progression, customer support, and risk management.
• Maintain a relationship with credit control team to understand financial circumstances of cases.
• Identify actions and process steps required by other teams to progress cases, and manage relationships to ensure efficient case management.
• Ensure risks and complaints are escalated appropriately and promptly.
• Contribute to the continual improvement of processes and policies, and support the identification of key areas for improvement.
• Make site visits to boats and boat removals as needed, and give evidence in court when required.
• 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 awareness of legislative requirements.
• Experience working with customers in difficult, complex, and sensitive circumstances.
• Ability to work cooperatively with others to complete actions within processes.
• Experience dealing with customer complaints, conflicts, or enforcement.
• Experience in file building and documenting actions systematically.
• Awareness of mental or physical health risks, or safeguarding concerns.
• Beneficial: Understanding of relevant Acts, Bge Laws, and licensing terms (training provided).

General:

• Experience working with customers in complex, sensitive situations.
• Ability to work collaboratively to identify and complete actions.
• Problem-solving skills to support customer compliance and support enforcement actions.
• Excellent verbal and written communication skills.
• Computer literacy, including Office 365 and CRM systems.
• Ability to manage a high workload remotely, remaining focused and meeting deadlines.

To Apply: click on the "Apply for this job" button, complete the application form, and upload your 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, employee benefits, and flexible working options, including:

• Double your pension contribution up to 10%.
• 25 days paid holiday plus bank holidays, increasing to 30 days after 5 years.
• £200 annual learning & growth award.
• Access to counselling services.
• Employee discounts, boating holiday discounts, and holiday purchase schemes.
• 2 days paid volunteering leave per year.
• Free fishing facilities across our network.

We value diversity and are committed to creating an inclusive environment. All applicants will be assessed on merit based on skills and experience.

Join us in preserving our waterways for future generations. More about us at our website.