The posting
Join Our Team: Case Management Officer (internal title) opportunity
Navigate your future and lock in your career as we keep our canals open and alive. 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.
Working Hours & Location
This vacancy will be offered on a remote working basis, with a requirement to attend our hub locations as and when required for team collaboration, meetings, and training. It is therefore essential that applicants are able and willing to work effectively from home. This role is particularly suited to applicants based across Yorkshire, the North East, and the East Midlands, with reasonable access to our regional hubs in Leeds and Newark. Occasional travel will be required for team meetings, development activities, and operational requirements.
See our network map here: https://canalrivertrust.org.uk/enjoy-the-waterways/canal-and-river-network
Role Overview This role manages a caseload of boat licence enforcement cases, investigating non-compliance, gathering evidence, and engaging with customers to achieve resolution. You'll make fair and lawful decisions, identify welfare and safeguarding concerns, and work closely with internal teams to progress cases while balancing enforcement requirements with customer circumstances.
Key responsibilities
Manage a caseload of boat licence enforcement cases across the waterways network, including continuous cruising and licence non-compliance. Receive, assess and progress enforcement cases, including customer contact, evidence gathering, task allocation, and case documentation. Identify and escalate vulnerabilities, safeguarding concerns, equality considerations, and welfare issues, working with specialist teams where required. Prepare and manage enforcement files through to resolution, including cases requiring legal action, court proceedings, or boat removals. Apply waterways legislation, boat licence terms, Trust policies, and procedures to make fair, proportionate, and lawful decisions. Communicate effectively with customers and stakeholders, handling sensitive conversations and managing complaints, risks, and escalations appropriately. Work closely with ranger, welfare, legal, credit control, and regional teams to ensure effective case progression, customer support, and risk management. Contribute to continuous improvement by identifying opportunities to enhance processes, policies, and the overall effectiveness of the enforcement function, including undertaking site visits and attending court when required. Displaying the Trust values and behaviours at all times.
About You You'll have experience managing cases, investigations, enforcement activity, or complex customer issues, with strong attention to detail and the ability to handle sensitive situations professionally. A confident communicator and problem-solver, you'll be comfortable working with a range of stakeholders, maintaining accurate records, and managing a busy workload independently. Knowledge of safeguarding, welfare, or compliance processes would be advantageous.
Skills & Qualifications
Technical:
Experience managing cases, investigations, complaints, enforcement, or customer issues within a structured process. Strong attention to detail, with the ability to maintain accurate records and documentation. Experience handling sensitive, complex, or challenging customer situations. Awareness of safeguarding, vulnerability, welfare, or wellbeing considerations when supporting customers. Knowledge of relevant legislation, regulatory frameworks, or compliance processes is desirable (training will be provided).
General:
Excellent communication skills, with the ability to explain decisions and requirements clearly, both verbally and in writing. Strong problem-solving skills, with a customer-focused approach to achieving positive outcomes. Ability to work collaboratively with colleagues and stakeholders to progress cases effectively. Confident using Microsoft Office and case management or customer relationship management systems. Ability to manage a busy workload, prioritise effectively, and work independently in a remote environment.
Contact & Application If you have any questions about the role please contact [email protected] We reserve the right to close this vacancy early if we receive sufficient suitable applications for the role. Therefore, if you are interested, please submit your application as early as possible.
What We Offer
In addition to your annual base salary of £29,400, a competitive pension scheme, increasing holiday entitlement, and a range of employee benefits. For a full breakdown of our benefits, check out our brochure here: EVP - 1 (https://canalrivertrust.pagetiger.com/cqhhihy/1). #INDLP
