Customer Service Administrator

About the Trust
We're one of the UK’s biggest charities and we care for 2,000 miles of canals, rivers, docks and reservoirs because we believe life is better by water. We're looking for people who support our cause and want to make a difference for future generations. Could this be you?
Along with our waterways we also manage museums, archives and the country's third largest collection of historic buildings, as well as the nature and wildlife that calls our canals home. All of this enables us to provide wellbeing opportunities for millions of people each year.
12 months temporary part time Opportunity - 22.5 hours per week. Working days Tuesday, Wednesday & Thursday, 8:30am to 5pm fixed term till end September 2026.
You will be based working from home and applicants should be confident and comfortable to work from home on a permanent basis. You will be required to attend the local hub location at Ellesmere Port as and when required for monthly team and collaborative meetings.
**Location**: Home working, one day a week in the hub Ellesmere Port, meetings every month at Burnley and Ellesmere Port.
**Key Accountabilities**:

- Managing customer enquiries to resolution and in line with our service level agreements in a timely manner through our customer relationship management system Sugar.
- Clearly communicating navigational updates such as restrictions, closures and advice notices via online customer notice system.
- Accurately booking lock passages and pre-bookable moorings for boaters via online customer licensing system.
- Logging reports, faults and failures of boater Customer Service Facilities such as elsans, pump outs, and bins. Liaising with contractors to update live notices.
- Working with internal insurance team to progress and resolve insurance claims.
- Logging all incoming reports of customer accidents, incidents and/or near misses via our internal health and safety system.
- Produce accurate and timely communication for our customers via online notice boards, social media and our website.
- Coordinate the organisation of events and functions within the waterway, for both internal and external customers.
- Provide administration services for the waterway including, minute taking, organisation of occupational health visits and updating of training records.
- Produce accurate and clearly presented reports that support the needs of the business.
- Maintain accurate and well organised systems of records that are easily retrievable (e.g. Sharepoint)
- Use SAP to provide financial and administration services to the waterway, to ensure effective ordering of materials and supplies, to work with notifications and other financial processes. Tasks will include raising purchase orders and invoices and actioning goods receipts.
- Ensure that diversity and inclusion are integrated into all aspects of Trust life.

**About You**:

- Proven experience of administration.
- Communication skills that allow you to inform, help and advise customers clearly and professionally and liaise with other professionals.
- Ability to deal with difficult and potentially confrontational situations.
- Confident in the use of the MS Office word processing and spreadsheet software.
- Confidence, patience, politeness, tact and diplomacy, when addressing customer enquiries
- Calm under pressure, with good prioritisation skills
- Ability to provide a positive interaction and experience with customers on the phone and face to face.
- Understands importance of working safely.

**What we offer**:
In addition to your salary £25,163 pro rata, 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.
- 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.

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.
At the Trust, we empower our people to flow and thrive both on and off the water. Our colleagues enjoy a variety of benefits that enhance their lives while working in a place that positively impacts others. We