Job advert for Business Operations and Business Assurance Officer, Complaints
Job title: Business Operations and Business Assurance Officer, Complaints (BOAT)
Job reference number: MW053
Contract: Permanent, full time, 35 hours per week
Location: Kings Hill-based (Kent) with hybrid working (2 days per week in the Kings Hill office)
Salary: Circa £33,000 per annum

Are you passionate about customers and ensuring they get the right outcomes?

We’re looking for a talented BOAT Complaints Officer to join our Business Operations and Business Assurance 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 BOAT Complaints Officer you too will play an integral part in what we do.
As our BOAT Complaints Officer, you will:
- Log all CAF Bank complaints and respond to customers via email, letter or telephone
- Analyse complaints data for trends and process improvements
- Chair monthly complaints meetings
- Produce complaints reporting for executive meetings

Who you’ll be
This role is for you if you have experience of working in a customer driven environment or have relevant transferable skills and are keen to make a difference to society. We are looking for:
- Someone with previous complaints experience
- A strong customer service ethic to ensure the delivery of an efficient and effective service to our customer base
- You will have excellent verbal and written communication skills
- An ability to multi-task and prioritise your workloads

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
The closing date for applications is 15th May 2024. First stage interviews will be held week commencing 20th May 2024.
We reserve the right to close this vacancy early if we receive sufficient applications for the role.

Please complete the form below, attach your CV and Cover letter, then click ‘Submit Application’ if applying via our website or send your CV to recruitment@cafonline.org quoting reference number MW053

We welcome applications from everyone who feels they meet the criteria, regardless of age, sex/gender, disability, race, religion, national origin, sexual orientation, marital, veteran or parental status.

Don’t meet every single requirement? If you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply anyway. You may just be the right candidate for this or other roles.

As a Disability Confident Employer, we guarantee to interview disabled applicants who meet the minimum criteria for the role. Please indicate on the application form if you would like to be considered as part of the Disability Confident Scheme.

So we can support you to be your best during the application or interview process, please contact our Recruitment team at recruitment@cafonline.org or 03000 123 566 to request assistance or reasonable adjustments.