Head of Customer Services

**Job reference number**:DH1029

**Contract**: Permanent, full time, 35 hours per week

**Location**: Kings Hill-based (Kent) with hybrid working (Average of 4 days per week in the Kings Hill office)

**Salary**: £65,000 to £73,000 per annum

Could you lead a high-performing team and make an impact at a purpose-driven organisation?

We’re looking for a talented Head of Customer Services to join our Customer Service team at CAF Bank, part of Charities Aid Foundation (CAF).

**What you’ll do**

At CAF Bank, every one of us contributes to our impact, and as our Head of Customer Services you too will play an integral part in what we do.

You will support the Chief Operating Officer in the overall management of Customer Operations, overseeing Customer Service (telephony and administration) and Customer Experience (Complaints, Conduct and Culture, and Consumer Duty).

As our Head of Customer Services you will:

- Lead and manage a team of customer service representatives, fostering a positive and productive work environment.
- Develop and implement strategies to enhance customer service quality, ensuring prompt and accurate responses to customer queries and complaints.
- Continuously assess and improve customer service processes, workflows, and technologies to enhance efficiency and customer satisfaction.
- Identify training needs, provide coaching, and support the professional development of team members.
- Collect, analyse, and act upon customer feedback to identify areas for improvement and enhance the overall customer experience.
- Collaborate with other departments such as Marketing, Change, and IT to implement initiatives that improve customer service.

**Who you’ll be**

This role is for you if you have experience of working in Customer Service or have relevant transferable skills and are keen to make a difference to society. We are looking for:

- Experience leading high performing and effective operational teams in a Call/Contact centre environment.
- Delivery of excellent customer service whilst working within regulatory and industry guidelines.
- Meeting and exceeding performance and operational targets within agreed budgets, KPIs, and SLAs.
- Passion and dedication about leading a team to be the best.
- Someone likeable and able to work with multiple stakeholders.

**What’s in it for you**

At CAF Bank you will receive:

- 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

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

**Who we are**

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.

**How to apply**

Job Reference: DH1029