Customer Service Team Manager- CAF Bank
Customer Service Team Manager- CAF Bank
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Job title: Customer Service Team Manager- CAF Bank
Job reference number: VM177
Contract: Permanent, full time, 35 hours per week
Location: Kings Hill-based (Kent) with hybrid working (2-3 days per week in the Kings Hill Office)
Salary: £50,000- £55,000 per annum
Ready to lead a high-performing team and shape an outstanding customer experience?
We’re looking for an experienced Customer Services Manager to join our Customer Services team and drive service excellence across every customer touchpoint.
What you’ll do
At CAF Bank, every one of us contributes to our impact, and as our Customer Services Manager you will play a vital role in delivering an outstanding experience for our customers.
You will lead a high performing Customer Services team, ensuring excellent service across all contact channels while driving operational efficiency and continuous improvement. You’ll also play a key role in evolving our service model and delivering a strong customer first culture.
As our Customer Services Manager you will:
- Lead and develop a high performing customer services team
- Manage day to day operations across telephony, digital and administrative channels
- Deliver service levels and operational performance targets
- Use data and insight to improve customer experience and team performance
- Handle complex customer escalations and support complaint resolution
- Drive continuous improvement and support transformation initiatives
Who we are looking for
This role is for you if you have experience of leading customer service operations or have strong transferable leadership skills and are passionate about delivering excellent customer outcomes.
We are looking for:
- Experience leading and developing customer service teams
- Strong operational management and resource planning skills
- Ability to analyse performance data and drive improvements
- Experience managing customer escalations and complex issues
- Strong communication and stakeholder management skills
- A focus on delivering fair and positive customer outcomes
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 6th April 2026
First stage screening calls will take place from 13th April 2026
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 VM177
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.
To apply for this role you must be able to provide proof of your Right to Work in the UK.
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.
Job Reference: VM177
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