Job title: Customer Services Representative - GAYE
Job reference number: NP046/047
Contract: Fixed Term contract – Up to 12 months
Location: Kings Hill-based (Kent) with hybrid working (initially full-time office based during training period and then minimum of 2 days per week in the office).
Salary: £25,388 per annum

Are you passionate about delivering excellent customer service? Do you like working as part of a busy team that strives to meet deadlines in a timely manner each month? If so, we may have the role for you.

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

You will be an integral part of the team who support our GAYE customers using your excellent customer service and administrative skills. Our office is based in Kings Hill, Kent where you will initially be based full time for training and then you will be based most of your time in the office and part of your time working from home.

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

As our Customer Service Representative you will:
- Reconcile GAYE employee donations against the payroll reports received in accordance with HMRC Payroll Giving regulation
- Identify and address any queries on the payroll reports received, which prevents employees donations reaching their chosen charities
- Promote the GAYE online product to existing GAYE employers highlighting the efficiencies of this service
- Pro-actively contact GAYE employers who have not submitted payroll reports
- Reach out to GAYE donors to obtain key information to enable charitable funds to be distributed
- Reach out to GAYE clients to obtain missing information to enable charitable funds to be distributed
- Maintain accurate records and support payment reconciliations

Who you’ll be
This role is for you if you have experience of working within Customer Services or processing and reconciling data or have relevant transferable skills and are keen to make a difference to society. We are looking for:
- Receiving and reconciling high volumes of data
- Excellent communication skills both written and verbal
- Inquisitive mind set with an aim to resolve complex queries and seek resolution
- High level accuracy and eye for detail
- Ability to manage own workload, yet maintain strong teamwork ensuring that SLA’s are maintained
 


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
The closing date for applications is 28 April 2025. Successful candidates following an initial telephone interview will be invited to a morning Assessment Centre at our Kings Hill offices on Weds 7 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 and Cover letter to recruitment@cafonline.org quoting reference number NP046/047. If you do not submit a covering letter with your application, your application will not be considered.

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.