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Mooring Coordinator

Canal & River Trust • Full-time • Ellesmere Port • 1w ago

Job Purpose

Internal job title: Mooring Coordinator

Advertised Salary: £29,785 + benefits

Location: Remote working with Ellesmere Port hub

Hours: 37 Hours Monday - Friday

We are the charity who look after and bring to life 2,000 miles of waterways across England and Wales, because we believe that life is better by water. Every role across the Trust plays it's part in transforming our canals and rivers into spaces where local people want to spend time and feel better, bringing wellbeing benefits to millions.

We run waterside mooring as part of our discretionary commercial business activities. This income is really important because it goes towards the work we do to bring the waterways to life for everyone. Our mooring sites comprise of those on the main lines of the canal/river which can either be next to the towpath or on the opposite bank, or they can be located ‘offline’ which includes small basins, lay-bys and marinas. The numbers of boats at each site varies greatly from 1 to over 50. As a Moorings Coordinator, you will play an important role applying to help us improve, maintain and preserve our wonderful waterway network for our customers to enjoy today and into the future.

The Moorings Coordinator will be responsible for providing comprehensive business support to the Moorings Team at a national level ensuring consistency with our processes. They will contribute to delivering excellent customer service through verbal and written communication, use of IT systems and mooring sales website.

To learn more about Moorings: https://canalrivertrust.org.uk/enjoy-the-waterways/boating/moorings/waterside-mooring

https://www.watersidemooring.com/Home/OurMooringsExplained /// Our-values(https://canalrivertrust.org.uk/refresh/media/thumbnail/35240-our-values.pdf).

Knowledge, Skills/Qualifications & Experience

Key accountabilities:

Business Processes:

Provide effective and efficient support to the Waterside mooring team in a wide variety of areas including raising orders/invoices, aged debt, credit checking new customers, processing new applications and general customer queries.
Record defect notifications. Ensure up-to-date records are kept and communicate on progress of outstanding tasks.
Track moorings evasion and pursue these cases in line with the moorings enforcement process.
Follow the set processes to issue reminders to customers regarding renewal of mooring permits.
Follow the set processes to terminate customer agreements.
Process end of garden mooring permit applications.

Customer Service:

Support moorings managers, national moorings managers with contractor liaison, communication to customers, problem solving and directing more complex matters to the appropriate area of the business.
Liaise with Boat Licence Team and other Shared Services functions to ensure smooth and efficient processing of mooring agreements, terminations, refunds and other customer-orientated tasks.
Deal with enquires from first line customers/users and complaints received under Canal & River Trust’s Internal Complaints Procedure at first stage.
Efficiently manage all customer contact through SUGAR CRM and ensure cases are handled within agreed SLA's.

Sales & Marketing:

Prepare weekly/monthly management reports to facilitate identification of trends.
Process renewals & contracts.

Financial Management:

Process purchase orders and invoices to/from suppliers and contractors.
Support the Finance colleagues with information for management reports.

About you

Technical:

Proven experience in a business support and process management using SAP.
Proven experience in customer facing role within leisure or customer service environment.
Proven experience of accounting principles, budgeting and financial control.
NVQ Business Administration Level III/HNC or equivalent, beneficial.
Foundational Maths and English skills.
Some experience of managing and maintaining web systems (front end), beneficial.

General:

Good levels of numeracy and IT skills including Knowledge of SAP and competent with Microsoft Office software.
Good interpersonal and communication skills.
A strong attention to detail and ability to work accurately whilst under pressure.
Practical, flexible, resourceful and adaptable attitude.
Work well in a team.

To apply: click on the "Apply for this job" button and follow the process - complete the application form & upload current CV.

If you have any questions about the role please contact CRT.recruitment@canalrivertrust.org.uk

What We Offer

In addition to your annual salary of £29,785, we also offer a competitive contributory DC Pension scheme arrangement, and numerous other employee benefits, including several salary sacrifice benefits, all of which can be found here (https://canalrivertrust.org.uk/about-us/work-for-us/our-benefits) and below.