Licensing Compliance Advisor

The Canal & River Trust is one of the UK’s largest charities, maintaining 2,000 miles of historically and environmentally important canals, rivers, docks and reservoirs – preserving and protecting them for future generations. We’re offering an amazing opportunity to join our charity as a Licensing Compliance Advisor in our Licensing Compliance & Enforcement team.

Your role will involve providing the business with administration and internal customer service support, assisting all functional departments in achieving Canal & River Trust’s aims to increase the number of people using the waterways and improve safety whilst protecting the heritage, environment, and integrity of our unique inland waterways network.

Licensing, Compliance, and Enforcement play a vital role in supporting customers to achieve licence compliance, reporting and signposting of vulnerability and safeguarding concerns, and protecting c.£25m income derived from boat licensing.

Location: The role offers the opportunity and flexibility to predominantly work from home, with occasional time spent in a nearby Hub for collaborative working in either Birmingham, Newark, Hatton, Leeds, Burnley or Gloucester (whichever is nearest to where you live). Travel will occasionally be required within the region for site visits, events and meetings. It is therefore essential that you are able to effectively work from home, whilst also having the flexibility to be mobile when necessary. Canal & River Trust have a flexible working policy and are open to considering part-time applicants.

Key responsibilities:

• Review customer and licensing data generated from various systems and commence relevant enforcement and customer support processes.
• Ensure processes run correctly; generating and reviewing exception reports.
• Allocate process tasks within Licensing, Compliance, and Enforcement.
• Undertake analysis of cruising patterns and behaviour to determine compliance with licence and legislative requirements.
• Provide customer support, in writing and on the phone, including advice on boat licence requirements, relevant legislation, enforcement and welfare processes, and licence and online shop account queries.
• Support customers processing boat licence applications and making account changes over the phone.
• Raise purchase orders, create one-time vendors, and process invoices in line with defined processes and timescales.
• Administer customer refunds, accurately calculating figures using account information.

About you:

• Educated to A level standard or equivalent e.g. NVQ Level III Business Administration, advantageous.
• A confident communicator with excellent organisational and planning skills.
• Ability to work closely to various processes, with great attention to detail and awareness of legislative requirements.
• Experience dealing directly with customers or the public regarding complaint, conflict, or enforcement is advantageous.
• Computer literacy, including knowledge of Office 365 suite, particularly MS Excel, and use of a Customer Relationship Management system.
• Good knowledge of GDPR, Freedom of Information Act, Equality Act 2010 and how this impacts your work.

What We Offer:

• 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.
• Home working status with ‘hub’ facilities available should you need the flexibility to work outside of home.
• 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.

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 welcome applicants from across all sectors of the community.