Job Description

Job title: Case Management Officer
Contract: 12 month fixed term contract
Working hours: 08.30 to 17.00 Monday to Thursday, 08.30 to 16.30 on a Friday
Our Licensing, Compliance, & Enforcement are committed to returning to a boat licensing rate of at least 95% by 2028. The Trust has around 35,000 boats on its waters, with around 7,600 of those 'continuously cruise' and must meet the additional requirements for a boat without a home mooring. The Trust typically manage around 3000 core enforcement tasks each month, at various stages of process. The majority of cases are resolved, but around 100 boats are removed from the water each year as a result of enforcement process. Around 10% of these boats are lived aboard boats.
Our Case Management Officer plays a critical role in ensuring that, when licensing compliance can not be achieved, that cases are progressed professionally and efficiently through define licence and statutory enforcement processes to remove (or resolve with) non-compliant boats from Trust waters.
Location and coverage
Most of the role will be based working from home. Residing within a 25-mile radius of Birmingham would be preferable.
It will be necessary for the Case Management Officer to attend face to face meetings with colleagues at hub locations when required, and make occasional site visits to boats, attend boat removals and give evidence in court.
Travel can be to remote locations so a driving license and access to a personal vehicle is desirable.
See our network here:
About you
Key accountabilities:

• Responsibility for allocated enforcement cases across the waterway network, including continuous cruising, licence enforcement and supporting other teams with non-compliance of the boat license terms & conditions.
• Understand waterways legislation, boat licence terms and Trust policies, to make effective and lawful decisions.
• Effectively progress enforcement cases which will involve customer contact, allocation of tasks to other teams, evidence gathering and case documentation.
• Prepare files for unresolved licence enforcement. This may include files for our boat removal contractor, or for court with support from our legal team.
• Support early identification of potential vulnerabilities, equalities issues, safeguarding concerns and any other factors which may require involvement from our welfare or safeguarding team.
• Communicate effectively with a wide variety of customers and colleagues.
• Work closely with ranger, welfare, advisor, credit control and legal teams to ensure effective case allocation and that case progression, customer support and risk management are optimised to ensure efficient case management.
• Ensure risks and complaints are escalated appropriately and promptly.
• Contribute to the continual improvement of processes and policies used, and support with the identification of key areas which can help improve the effectiveness and efficiency of the team.
• Attend site visits to boats and boat removals on occasion and give evidence in court as required.
• Maintain relationships with colleagues in LCEW and regional teams to understand regional priorities and gather local knowledge relevant to case management.
• Always display the Trust values and behaviours.

About you
Technical:

• Ability to coordinate various processes with great attention to detail and awareness of legislative requirements.
• Ability to work closely and co-operatively with others to identify and complete actions and tasks within processes.
• Experience of problem solving which will identify ways to support customers to compliance and end enforcement action.
• Experience of file building and accurately documenting actions and requirements, working systematically through processes.
• Excellent observation skills with an ability to identify and analyse anomalies.
• Excellent communicator who can explain legislative and contractual requirements verbally and in writing.
• Computer literacy, including knowledge of Office 365 suite and use of a Customer Relationship Management system.
• Beneficial: competent awareness and understanding of relevant Acts, Bye Laws and licensing terms and conditions affecting Canal & River Trust. This will be part of training on successful application.

General:

• Working with customers where a structured approach is required, often in difficult, complex and sensitive circumstances.
• An awareness of indicators of mental or physical health risks or safeguarding concerns when dealing with customers.
• Ability to manage a high workload while working predominantly from home, remaining focused and meeting deadlines.

If you have any questions about the role please contact
What we offer
In addition to your annual base salary of 26,000, 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.

• 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.
• 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.

Skills Required