Mooring Ranger - London, United Kingdom - Morson Talent

Description

Mooring Ranger based Little Venice, Paddington

This is an exciting time for the Central London Customer Support team.

Recent growth means we have additional new roles in the team, and we are looking to appoint 1 x full time (37 hours p/wk) positions.

Within our London region we have an increasing number of boats registered on our waterways - they are busy, thriving places and The Regents Canal is no exception.

To support boaters who visit the capital, the Regent's Canal has a number of pre-bookable mooring sites including Paddington Basin, Rembrandt Garden and Islington Eco Zone.

As we strive together to ensure cleaner air on the waterways for all, the role of a Mooring Ranger is to support the effective management of the towpath moorings, pre-bookable moorings and Eco Mooring Zone.

You will act as the primary point of contact for engagement, providing support and information to boaters, local people and residents.

Locations and coverage:
This is a central London role, focused on the Regent's Canal, Hertford Union and Limehouse Cut.

As Mooring Ranger, your formal base will be our Little Venice office located near Paddington, however you will spend most of your time every week out on the towpath along the Regents Canal being highly visible, available and pro-actively engaging with our boaters and waterway customers specifically.

You need to love engaging with others, sharing knowledge and facts, listening and educating and being responsive to enquiries quickly.

This is an all-weather, all year around role, so you really need to like being outside You will be working closely with other members of the Boat Licence Customer Support Team and will report to the Boating & Customer Services Manager.

This is a customer facing role, interacting all day every day with local residents, our waterway users and visitors, and we are keen to hear from people who can demonstrate an ability to communicate with individuals and groups effectively, and show exceptional ability to engage and care about every interaction you have.

The hours are 37 hours per week and will be worked mainly Monday – Friday, however, weekend work will be required from time to time to support with activities such as regional event days.

About the role
On a day to day basis your role will be to:

• Establish an authoritative, yet friendly, customer-facing presence on the moorings sites.
• Patrol up to 5 miles a day
• Promote responsible and considerate behaviour amongst all Mooring users.
• Help monitor and manage the use of all moorings along the Regents Canal.
• Liaise with key stakeholders including customers, council officers, local police and Canalside residents.
• Mediate, resolve, record and investigate conflicts between towpath users, boaters and land-based neighbours, record, investigate and respond to complaints relating to moorings, use of the towpath, crime and anti-social behaviour.
• Produce and apply notices and letters to boats, personal property and other materials left on the towpath and tags and temporary signs at mooring locations.
• Undertake towpath patrols and specific site visits to monitor mooring use, towpath use and Trust assets.
• Use smart-phone or handheld computer (tablet) technology to collect information on boats and to report moorings or towpath issues.
• Work with customers and internal colleagues to help resolve issues arising with paid for pre-bookable moorings (overstaying and payments)
• Manage and report any health and safety issues arising within your area and the surrounding areas.
• Report and where indicated address any defects with canal infrastructure and the Eco Mooring electrical bollard systems.
• Undertake minor works / operational tasks in support of good customer service, e.g. using small/power tools to replace signage, painting bollards and stencils, using burners to apply thermoplastic lettering etc. (training will be provided)
• Lead or assist on moving work boats for operational purposes (training will be provided)
• Support the Trust to implement corporate policies and objectives as required, e.g. delivery of winter mooring scheme, monitoring of boats, assisting with movement and/or removal of boats, towpath survey work, addressing rough sleeping, towpath campaigns etc.
• Maintain effective and efficient records and comply with all relevant reporting procedures.
• Wear body worn video during towpath patrols as and when required.

Additional information:

The role will involve regular working from, and travel to, different offices in the London & South East region, as well as occasional travel outside the region.

Driving license is desirable as travel across the geographical patch and to some remote locations is to be expected.

The post-holder will be required to wear branded uniform (minimum of branded T-shirt/sweatshirt and branded work trousers and outer jacket as appropriate) when on customer-facing duties, and appropriate safe footwear at all times.

• Experience in customer service with excellent communication & relationship management skills including tact and diplomacy and conflict resolution skills when dealing with difficult situations
• Proven experience of working with volunteers/communities/supporter groups
• Understanding of local issues/customer groups
• Creative thinking
• Excellent organisational and planning skills
• Excellent presentation, verbal and communication skills
• Show integrity, fairness and consistency in decision-making
• Proficient in use of IT technology
• Demonstrate knowledge of, or interest in, boating or the inland waterways