Senior Customer Service Representative

**Job reference number**:SG016

**Contract**: Permanent - 35 hours per week

**Location**: Kings Hill-based (Kent) with hybrid working - minimum 2 days in office

**Salary**: £27,306 per annum

Do you like to identify knowledge gaps and then plan and deliver training, in order to help team members grow and develop in their role? Do you have experience of managing the distribution of workloads to ensure that KPI’s are achieved? Do you have a strong attention to detail and enjoy coaching and mentoring others? If so, we have an exciting opportunity that could be of interest to you.

We’re looking for a talented Senior Customer Service Representative to join our Give as you Earn team within our Customer Operations division at the Charities Aid Foundation (CAF).

**What you’ll do**

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

As our Senior Customer Service Representative, you will:

- Assist and support the Team Manager with the day-to-day operation of the team, distribution of workload and achievement of department key performance indicators.
- Identify, plan and deliver training to GAYE Customer Service Representatives related to projects, new products and services or changes to procedures.
- Plan and deliver agreed BAU training to the GAYE Customer Service Representatives team to include leading the delivery of the induction process for new starters, and delivery of any compliance training as required.
- Provide first line support to the team in all areas of the GAYE process.
- Closely monitor service provided to priority customers / priority requests, liaising with all teams across the Customer Operations division to ensure that priority is maintained at all times.
- Maintain a catalogue of all process guides, to regular monitor and update to ensure that all process guides remain current and accurate.
- Support the Team Manager with evaluation of quality checks to ensure that all customers receive excellent customer service.
- Work with the complaints champion to review all client feedback to understand root cause and trends and then amend any process guides and deliver further training within the team to address any feedback or concerns raised.

**Who you’ll be**

This role is for you if you have experience of working within Customer Services with a focus on delivering training and maintaining training material or have relevant transferable skills and are keen to make a difference to society. We are looking for:

- Ability to devise and deliver training plans.
- Ability to manage the distribution of workloads effectively to achieve KPI’s.
- Coaching and/or training experience
- Confident and approachable with ability to deliver feedback constructively.
- Excellent customer service skills
- High level accuracy and attention to detail
- Ability to manage own workload.

**What’s in it for you**

At CAF 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 and values, please visit cafonline.org/careers.

**Who we are**

At Charities Aid Foundation we accelerate social progress by providing essential connections between donors, charities and communities.

We safeguard and deliver vital donations, offer expert advisory services and financial products to donors and charities, and provide tailored charity banking through our award-winning bank CAF Bank.

Our purpose is to enable a better landscape for giving and a fair and sustainable future for all.

**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: SG016