Customer Service Representative- CAF Bank in Kings Hill

We're looking for a talented Customer Service Representative to join our team at CAF Bank, part of Charities Aid Foundation (CAF). This is an opportunity to play a key role in delivering a high-quality, customer first experience across both digital and traditional channels. You'll be part of a collaborative team supporting our customers with their everyday banking needs, using your communication, problem‑solving, and administrative skills to make a real difference. Our office is based in Kings Hill, Kent. You'll initially be office‑based full‑time for training, moving to a hybrid model with a mix of office and home working.

Responsibilities

• Act as the first point of contact for customers across multiple channels, including phone, email, and digital platforms.
• Deliver a seamless, high‑quality service experience, resolving queries efficiently and professionally.
• Build strong, lasting relationships with customers by understanding their needs and providing tailored support.
• Handle a range of enquiries, from day‑to‑day account queries to more complex customer requests.
• Support customers with managing and maintaining their accounts accurately and securely.
• Identify opportunities to promote relevant products and services in line with customer needs.
• Work collaboratively with colleagues to ensure a consistent and joined‑up customer experience.
• Contribute to improving processes and ways of working, particularly in enhancing digital support.

Qualifications

• Experience in a customer‑facing or customer support role, preferably in banking or a similar environment.
• Communicates clearly and professionally, both verbally and in writing.
• Is confident working across digital and traditional service channels.
• Builds positive relationships and puts the customer at the centre of everything they do.
• Is organised, accurate, and able to manage multiple tasks in a fast‑paced environment.
• Works well both independently and as part of a team.
• Stays calm under pressure and approaches challenges with a problem‑solving mindset.
• Has good working knowledge of MS Office and general digital systems.

Benefits & Working Environment

• Permanent hybrid ways of working where roles allow.
• Six weeks holiday plus bank holidays.
• A wide range of development opportunities to support personal and professional growth.
• Pension scheme with better‑than‑market employer contribution options.
• Social impact benefit schemes.

We are more than a bank. From the one‑person causes to the large‑scale organisations, we are the bank charities turn to. We believe in the power of good, and in treating the goals of charities as our own. We are owned by Charities Aid Foundation (CAF). CAF connects charities with funds, and we at CAF Bank help charities to manage those funds. Our connection with such a long‑established charitable organisation highlights how we believe in banking with purpose.

Diversity and inclusion: We know that the more diverse and inclusive our organisation becomes, the more creative, effective and impactful we will be. Our aim is for our workforce to represent the society we serve, and we have embarked upon an ambitious pathway to achieve this. We want to attract, retain and develop the best of talent at all levels, and provide a leading and great place to work, where every voice matters.

For all our employer benefits and to gain an insight into our culture, please visit cafonline.org/careers.