Job title: Customer Service Representative
Job Reference: DP945
Contract: Permanent, Full Time 35 hours per week
Location: Kings Hill (office based)
Salary: £22,575 per annum


We have an exciting opportunity for you to join our team as a Customer Service Representative for Charities Aid Foundation (CAF). You will be an integral part of our award-winning team, who deliver efficient and effective customer service to existing and prospective customers that seeks to anticipate, respond to and exceed customer expectations at all times within a pro-active Give As You Earn team. To actively promote CAF’s products and services to recognise sales opportunities and to increase new business through sustaining and upgrading the existing customer base.

At CAF you will be joining an international workforce who are passionate about accelerating society’s progress towards a fair and inclusive future for all. We are people centred, driven by innovation and together we are building a leading great and safe place to work.

In return for joining as our Customer Service Representative you will receive:
• Salary £22,575 per annum
• 6 weeks holiday plus bank holidays
• Excellent – on-going training programme
• Excellent pension scheme
• Private Health care cover
• Life assurance
• On-going learning and development
• Annual flu vaccination
• Employee Assistance programme to support your health and wellbeing.
• CAF volunteering day
• Sodexo Discount Platform

As our Customer Service Representative your key responsibilities will include:

• Process all charity vouchers and / or charity card schedules with a focus on detail ensuring all payments are processed accurately.
• Identify those charity vouchers and / or charity card schedules that are greater than £5k and batch separately, as these hold a 5-day SLA
• Remove all charity vouchers and cards that cannot be processed and clearly articulate to the key stakeholders (internal and external customers) why the donation cannot be processed.
• Be competent in each queue of our current DIF system by updating relevant information required for each queue, for this to be passed onto the next queue in the system, through to completion.
• Resolve queries with internal and external stakeholders for DIF’s that cannot be processed due to missing or inaccurate information provided.
• Maintain and exceed our KPI’s and SLA’s leading by example.
• Maintain tight control of queries by utilising CRM to ensure that our customers receive timely updates and resolutions.
• Possess and display excellent verbal communication skills to all stakeholders (internal and external customers)
• Actively participate in positive communication across the Voucher & DIF Processing Team and teams across the CS Division and key stakeholders
• Be pro-active in the suggestion and development of new work processes and procedures, assisting with the implementation of solutions.
• Work cohesively with all colleagues demonstrating CAF’s Behavioural Framework is at the forefront of all communication and behaviours.
• Achieve personal and team goals as agreed with the Team Manager
• Participate in the performance management system by giving and receiving feedback, gathering evidence to support performance and behaviour.
• Comply with appropriate data standards and GDPR regulations.
• To carry out other duties as specified by the line manager, to support the team.

Skills required of our Customer Service Representative:
• Experience in a Customer Service Environment.
• Computer literate.
• Demonstrates a positive attitude and ability to motivate self.
• Personal drive to exceed targets.
• Competent in communicating with all levels of staff/team player.
• Proficient in English (oral and written).
• Good organisational skills.
• Experience of processing high volumes of data with a high level of accuracy.
• Basic knowledge of Microsoft Excel.
• Competent in dealing with complex queries and complaints.
• Telephone Skills.

CAF is a Disability Confident Employer. We guarantee to interview disabled applicants who meet the minimum criteria for the role. Please advise us if you consider yourself to have a disability.

Interested in joining us as our Customer Service Representative and being part of an organisation who are people focused and are “Together Building Opportunity”. If yes, apply today, we would love to hear from you.

Closing date for applications is 26 June 2023

Following an initial telephone interview, successful applicants will be invited to an Assessment Centre on 28th June 2023.

Please use the apply button if you are applying via our website or send your CV and Covering Letter to Recruitment@cafonline.org quoting reference number DP945

If this method of applying is not accessible, please contact a member of the HR team on 03000 123 566 to discuss how we can support you to apply.


Please note that due to the high volume of applications we receive, we are unable to respond to each applicant individually. If you have not heard from us within two weeks of applying, you have been unsuccessful with your application.

We reserve the right to close this vacancy early if we receive sufficient applications for the role.