Welfare Administrator in London

About the Trust
We are 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 are looking for people who support our cause and want to make a difference for future generations. 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.

Contract: 12 month fixed term until 31st January 2027

Our role and opportunity
The role of Welfare Administrator will support the Welfare officers in providing assistance to boaters with vulnerabilities or welfare needs, directly, or through external organisations who will provide some or all of the local support necessary to resolve particular cases. The team acts as a key point of contact, responsible for offering advice, guidance and signposting for any person within the Trust who has a concern about the welfare of customers on the Trust's waterways.

The Welfare Administrator will:

• Provide remote customer support, assist in the completion of customer applications to the Trust, local government and third-party stakeholders.
• Engage directly with councils, charities, and other agencies to form and maintain relationships and access advice and support for customers.
• Work closely with Welfare Officers to support Licensing, Compliance & Support Teams in advising and supporting boaters to achieve licence compliance and ensure equality and safeguarding risks are managed and mitigated throughout Trust processes.
• Provide customer support and advice over the phone, in emails, and in person (if required), to maximise support offer and prevent enforcement.
• Complete applications, written or otherwise, to improve customer support as required by welfare officers or case managers.
• Engage with local and national charities and local authorities as required to access direct support, funding, or other assistance for licensing and enforcement cases.
• Identify and manage welfare related cases within the Trust's Customer Relationship Management System and ensure agreed case timescales are met.
• Support customers with applications under the Trust's Equalities Process, making reasonable adjustments to licence terms, through work with case managers, Rangers, and directly with the customer.
• Ensure knowledge on benefit systems and relevant legislation and government policy is up-to-date and provide advice and contribute to training of wider Licensing, Compliance & Enforcement team.
• Escalate welfare, safeguarding, and vulnerability concerns identified through customer contact to welfare officers or other line management in a timely and appropriate manner.
• Display the Trust values and behaviours at all times.
• Ensure that diversity and inclusion are integrated into all aspects of Trust life and promoting inclusion by challenging behaviour, practices, actions, or decisions that are counter to the objectives of the Trust's policies and values.

About you
Technical:
Demonstrable experience in welfare administrator/support (paid or voluntary work basis). Knowledge of welfare rights and the relevant legislation including equality issues and related policy & procedures. Knowledge of core legislation and government guidance for the Safeguarding and Protection and Vulnerable Adults and Child Protection policies. Basic knowledge of welfare roles and responsibilities of local statutory agencies (local authorities, police and health agencies). Good understanding of welfare support available through charities and other third-sector agencies. Recent experience of offering benefit and housing advice and information plus money advice, with a thorough knowledge of the benefits system. Experience in dealing with issues associated with the transient lifestyle.

General:
Excellent verbal and written communication and networking skills. Able to communicate effectively both internally and externally to a wide variety of customers. Ability to show good team working skills. High level of customer service skills, ability to deal with complex and challenging issues and a variety of customers in difficult circumstances. Good understanding of fairness, equality and inclusion policy and practice. Ability to work under pressure.

DBS:
As this role is on the Rehabilitation of Offenders Act 1974 Exception Order applicants must state the details of any cautions or convictions whether spent or unspent on the self-disclosure section of the application form. This job involves regulated activity with children and adults at risk as defined by the Protection of Freedoms Act 2012. Therefore, an Enhanced Criminal Record check will be undertaken by the successful candidate prior to employment. A criminal record is not necessarily a bar to employment with us. HR will advise and decisions made on a case by case basis.

What we offer
In addition to your salary £25,000 - £27,500 (depending on experience), we also offer a competitive contributory DC Pension scheme arrangement, and numerous other employee benefits. 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.

Our values
We care passionately for our waterways, and as importantly, for those who look after and use them. We are committed to building a diverse and inclusive workforce where everyone can thrive. We are striving to represent the diverse communities that we are a part of and welcome applicants from across all sectors of the community.

We want everyone to have the opportunity to perform at their best during our recruitment process. If you require any reasonable adjustments - whether for a disability, neurodiversity, or health condition - please let us know what you need and how we can support you. We’ll work with you to make any necessary changes. All of our jobs can be considered on a part time flexible or job share basis. We operate a Guaranteed Interview Scheme for disabled applicants who meet the minimum criteria for the role.