KEY ACCOUNTABILITIES:

• 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.