Compliance & Enforcement Case Management Officer

Overview

Remote case management role supporting boat licensing and enforcement activities for waterways.

The organization manages canals, rivers, docks and reservoirs across the UK, including museums, archives and historic buildings. This role supports enforcement outcomes by progressing cases through defined licence and statutory enforcement processes.

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, organizational 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 support 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.
• Demonstrate organizational values and behaviours at all times.

Working Hours & Location

• Remote working basis.
• Ability and willingness to work effectively from home is essential.
• Requirement to attend hub locations as and when required for team collaboration, meetings, and training.
• Particularly suited to applicants based across Yorkshire, the North East, and the East Midlands, with reasonable access to regional hubs in Leeds and Newark.
• Occasional travel required for team meetings, development activities, and operational requirements.

Requirements

• Experience managing cases, investigations, enforcement activity, or complex customer issues.
• Strong attention to detail and the ability to maintain accurate records and documentation.
• Experience handling sensitive, complex, or challenging customer situations.
• Ability to communicate decisions and requirements clearly, both verbally and in writing.
• Strong problem-solving skills with a customer-focused approach to achieving positive outcomes.
• Comfortable working with a range of stakeholders and managing a busy workload independently in a remote environment.
• Confident using Microsoft Office and case management or customer relationship management systems.
• Knowledge of safeguarding, welfare, or compliance processes would be advantageous.

Preferred Qualifications

• Knowledge of relevant legislation, regulatory frameworks, or compliance processes (training will be provided).
• Awareness of safeguarding, vulnerability, welfare, or wellbeing considerations when supporting customers.

Compensation & Benefits

• Annual base salary: £27,950 - 29,400.
• Competitive pension scheme.
• Increasing holiday entitlement.
• Range of employee benefits.

Additional Information

• Part time, flexible or job share basis may be available (all jobs can be considered on these basis).
• Guaranteed Interview Scheme for disabled applicants who meet the minimum criteria for the role.
• Reasonable adjustments are available during the recruitment process.
• The organization reserves the right to close the vacancy early if sufficient suitable applications are received.
• All hiring decisions are made by hiring managers. AI may be used to analyse applications to support efficiency in the recruitment process.