Customer Service Advisor in Ellesmere Port

• Customer Service Administrator
• Temporary Opportunity until May 2027

Location: Home working, one day a week in the hub Ellesmere Port, meetings every month at Burnley and Ellesmere Port.

We're excited to welcome a new Customer Service Administrator at our North West location.

Navigate your future and lock in your career as we keep our canals open and alive.

Working Hours & Location

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.

Role Overview

The role of Customer Service Administrator is to deliver excellence in customer service.

This will involve supporting our customers both over the telephone, email and online notice boards.

The role will also involve general administration and financial support to the regional team.

Key Responsibilities

• Being part of the regional customer service team, ensuring that all telephone and email enquiries are managed in a friendly, helpful, professional and conscientious way.
• 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

You're a reliable, customer focused team player who communicates clearly and professionally across phone, email, and digital channels.

You stay calm under pressure, handle challenging situations with confidence and tact, and manage your workload with strong organisation and attention to detail.

You're comfortable using digital systems, maintaining accurate records, and supporting both customers and colleagues.

Most importantly, you bring a positive, inclusive approach and enjoy delivering great service in a fast?paced environment.

Skills & Qualifications

• Proven experience in a customer service environment, e. g. providing "front of house" services via telephone, email, notice boards, post, email, social media, etc.
• 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.
• Customer Service Administrator