Customer Service Administrator

Posted Wednesday 24 June 2026 at 00:00 | Expires Wednesday 8 July 2026 at 23:59

We're 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're looking for people who support our cause and want to make a difference for future generations. Could this be you?

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.

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.

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 well as when required for monthly team and collaborative meetings.

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

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.

• 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.

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.

• Proven experience in a customer service environment, e.g. providing “front of house” services via telephone, email, notice boards, post, email,…