Case Management Officer, Customer relations
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Case Management Officer, Customer relations
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Join to apply for the Case Management Officer, Customer relations role at Canal & River Trust
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 it's 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 manage 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 can not be achieved, that cases are progressed professionally and efficiently through define 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 oftyn to remote locations, so a driving license and access to personal vehicle is desirable.
See our network here: canal-and-river-network
Key Accountabilities
Knowledge, Skills/Qualifications & Experience
* Have responsibility for 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 which may require involvement from our welfare or safeguarding team.
* Prepare files for unresolved licence enforcement This may include files for our boat removal contractor or for 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 communication skills.
* Work closely with ranger, welfare, advisor, and legal teams to ensure effective case allocation and that case progression, customer support, and risk management are optimised.
* Maintain a relationship with credit control team to understand financial circumstances of cases.
* Identify actions and process steps required bg other teams to progress cases, manage relationships with teams to ensure efficient case management.
* Ensure risks and complaints are escalated appropriately and promptly.
* Contribute to the continual improvement of processes and policies used and support the identification of keg areas which can help improve the effectiveness and efficiency of the team.
* It will be necessary to make site visits to boats and boat removals on occasion, and give evidence in court, as required.
* Maintain relationships with other case managers and colleagues in LC6E and regional teams to understand regional priorities and local knowledge relevant to case management.
* Displaying the Trust values and behaviours at all times.
About You
Technical:
* Ability to work closely to various processes, with great attention to detail and awareness of legislative requirements.
* Working with customers where a structured approach is required, often in difficult, complex, and sensitive circumstances.
* Ability to work closely and co-operatively with others to identify and complete actions and tasks within processes.
* Experience dealing directly with customers or the public regarding complaint, conflict, or enforcement.
* Experience of file building and accurately documenting actions and requirements, working systematically through processes.
* An awareness of indicators of mental or physical health risks, or safeguarding concerns when dealing with customers.
* Beneficial: Competent awareness and understanding of relevant Acts, Bge Laws and licensing terms and conditions, affecting Canal 6 River Trust. This will be part of training on successful application.
General
* Working with customers where a structured approach is required, often in difficult, complex, and sensitive circumstances.
* Ability to work closely and co-operatively with others to identify and complete actions and tasks within processes.
* Experience of problem solving, which will identify ways to support customers to compliance and end enforcement action.
* Excellent communicator, able to explain legislative and contractual requirements verbally and in writing.
* Computer literacy, including knowledge of Office 365 suite, and use of a Customer Relationship Management.
* Ability to manage a high workload working predominantly from home, remaining focused and meeting deadlines.
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
What We Offer
In addition to your salary of £26,000, 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.
* 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
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