At a Glance
- Tasks: Lead a dynamic team ensuring compliance and support for boat licensing on Trust waters.
- Company: Join the Canal & River Trust, dedicated to keeping waterways vibrant and accessible.
- Benefits: Enjoy a competitive salary, car cash allowance, pension scheme, and generous holiday entitlement.
- Other info: Home-based role with occasional travel; excellent career growth opportunities await!
- Why this job: Make a real difference in safeguarding our waterways while developing your leadership skills.
- Qualifications: Experience in managing teams and navigating complex compliance environments is essential.
The predicted salary is between 41000 - 41000 € per year.
Join Our Team: Licence Compliance and Enforcement Deputy Manager opportunity.
The Licensing, Compliance & Enforcement team plays a key role in ensuring all boats on Trust waters are correctly licensed, supporting customers to meet their obligations and maintaining fair use of the waterways. They work closely with boaters to encourage compliance while identifying and signposting any vulnerability or safeguarding concerns. Where compliance cannot be achieved, the team manages cases through formal licensing and statutory enforcement processes, taking professional and proportionate action, including the removal of non-compliant boats from Trust waters where necessary.
As Licence Compliance & Enforcement Deputy Manager, you will lead a multi-disciplinary, geographically dispersed team delivering licensing, customer support, and enforcement activity.
Working Hours & Travel
This role follows 37 hours, 5 days a week, work pattern. This is a home-based role, with occasional travel required to support and oversee operational activities around the network and to attend our hub spaces for collaborative meetings. You should be able to reasonably commute to one of the following hubs: Leeds, Ellesmere Port, Burnley, Newark, Birmingham, Milton Keynes, Gloucester.
Role overview
You’ll oversee day-to-day operations, ensuring processes are efficient, compliant, and aligned to KPIs, while managing complex cases, stakeholder relationships, and escalated issues and cases. Using data and insight to drive performance, you’ll also play a key role in safeguarding, risk management, and operational delivery, including contractor-led activity, ensuring fair, consistent outcomes in line with organisational values.
Key Responsibilities
- Line management of 8 supervisors overseeing 3 teams responsible for boat licensing administration, customer support, and case management.
- Oversee core functions, providing guidance on day-to-day case management and complex cases.
- Monitor health and safety practices to ensure safe and effective day-to-day operations.
- Manage standards and usage of fleet and operational equipment, including cycles and boats.
- Lead supplier relationships (e.g. bicycles, body-worn cameras), including procurement, servicing, and upgrades, with support from the National Manager.
- Ensure licensing, ranger, and case management teams operate efficiently and processes meet agreed timescales.
- Deliver boat licensing KPIs through effective team management.
- Review caseloads regularly to drive performance and identify training needs.
- Identify high-risk cases and escalate appropriately, working with senior leaders, legal teams, and relevant departments.
- Investigate and respond to complaints, ensuring appropriate resolution.
- Manage escalated customer contact via phone and written communication.
- Provide performance and case data to support reporting, identifying trends, risks, and opportunities.
- Support early identification of vulnerability, equality, and safeguarding concerns, escalating where needed.
- Coordinate with contractors and internal teams to ensure boat removals are carried out effectively and cost-efficiently.
- Attend site visits and provide court evidence where required.
- Demonstrate organisational values and behaviours at all times.
- Promote diversity and inclusion, challenging behaviours or practices that do not align with organisational values.
About You
You bring strong experience leading dispersed teams in a complex, compliance-driven environment, with a focus on operational delivery, data-driven decision-making, and high-quality customer support. You’re confident coordinating activity across teams to meet deadlines and SLAs, while handling sensitive and challenging situations with professionalism and care. Highly organised and analytical, you’re comfortable using systems and data to drive performance and insights, and you collaborate effectively with stakeholders to balance risk, cost, and outcomes.
Skills & Qualifications
- Technical experience managing supervisors across geographically dispersed teams with varied workloads.
- Proven experience overseeing processes, data analysis, and customer support, with strong attention to detail and adherence to legislative and contractual requirements.
- Ability to coordinate cross-team activity, delivering against SLAs and statutory deadlines.
- Strong track record of providing high-quality, structured, and sensitive customer support in complex or challenging situations.
- Experience in a regional or national operations environment, managing processes, logistics, cost, and customer service (enforcement case review experience advantageous).
- Confident handling customer interactions involving complaints, conflict, or enforcement.
- Experience using SAP and CRM systems.
- Strong analytical skills, with the ability to produce clear, insightful reporting.
- Experience using financial systems, including invoicing and purchase orders.
- Awareness of safeguarding considerations, including identifying potential mental or physical health risks in customer interactions.
General
- Strong problem-solving and decision-making skills, balancing cost, risk, and customer outcomes across stakeholders.
- Excellent communication skills, with the ability to interpret and convey legislative and contractual requirements clearly (written and verbal).
- Strong IT literacy, particularly in Office 365 (including Excel), with the ability to manage data and multiple workstreams efficiently.
- Full UK driving licence.
- Highly organised, able to manage multiple priorities and ensure processes are delivered consistently and effectively.
- Collaborative and adaptable, working effectively with internal and external stakeholders to progress tasks and achieve outcomes.
- Resilient and composed, able to manage complex situations and perform effectively under pressure.
Contact & Application
If you have any questions, feel free to reach out to us at CRT.recruitment@canalrivertrust.org.uk. We encourage early applications as we may close the vacancy once we receive enough suitable candidates.
What We Offer
In addition to your annual base salary of £41,000, we also offer Car Cash Allowance (£425 per month), a competitive pension scheme, increasing holiday entitlement, and a range of employee benefits.
Licence Compliance and Enforcement Deputy Manager employer: Canal & River Trust
Join the Canal & River Trust as a Licence Compliance and Enforcement Deputy Manager, where you will be part of a dedicated team committed to maintaining the integrity of our waterways. Enjoy a supportive work culture that values collaboration and professional growth, with opportunities for career advancement and a competitive benefits package including a car cash allowance and generous holiday entitlement. This home-based role offers flexibility while allowing you to make a meaningful impact on the community and environment.
StudySmarter Expert Advice🤫
We think this is how you could land Licence Compliance and Enforcement Deputy Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the compliance and enforcement field. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its values. Familiarise yourself with their licensing and enforcement processes. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to managing teams and handling complex cases. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your experience effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team and contributing to keeping our canals open and alive.
We think you need these skills to ace Licence Compliance and Enforcement Deputy Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience in compliance and enforcement. We want to see how your past roles align with the responsibilities of the Licence Compliance and Enforcement Deputy Manager position.
Showcase Your Leadership Skills:Since this role involves managing a dispersed team, it’s crucial to demonstrate your leadership experience. Share examples of how you've successfully led teams in complex environments and how you’ve driven performance through effective management.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to convey your skills and experiences, making it easy for us to see why you’re a great fit for the role.
Apply Through Our Website:We encourage you to submit your application via our website. It’s the best way to ensure your application gets into the right hands and allows us to process it efficiently. Don’t miss out on this opportunity!
How to prepare for a job interview at Canal & River Trust
✨Know Your Stuff
Make sure you understand the key responsibilities of the Licence Compliance and Enforcement Deputy Manager role. Familiarise yourself with compliance processes, enforcement actions, and how to manage complex cases. This will help you demonstrate your expertise and show that you're ready to hit the ground running.
✨Showcase Your Leadership Skills
Since this role involves managing a dispersed team, be prepared to discuss your experience in leading teams effectively. Share specific examples of how you've coordinated activities across different locations and handled sensitive situations with professionalism. Highlight your ability to motivate and support your team.
✨Data-Driven Decision Making
The job requires strong analytical skills, so come prepared to talk about how you've used data to drive performance in previous roles. Be ready to discuss any tools or systems you've used, like SAP or CRM systems, and how you've leveraged data insights to improve operations or customer support.
✨Emphasise Communication Skills
Excellent communication is crucial for this position, especially when dealing with complaints or escalated customer interactions. Prepare to share examples of how you've effectively communicated complex information, both verbally and in writing, and how you've managed challenging conversations while maintaining a positive outcome.
