Customer Operations
Executive (maternity cover)

Role Description and Recruitment Pack

Contents

Contents ........................................................................................................................................ 2

Role overview ................................................................................................................................ 3

Why this position is important to us .......................................................................................... 3

The impact you will have in this role ......................................................................................... 3

Welcome to Stewardship ......................................................................................................... 4

Our vision, mission and values ................................................................................................. 4

Job detail ....................................................................................................................................... 5

Main responsibilities ................................................................................................................. 5

It’s all about you… ................................................................................................................... 6

Desired skills and experience ........................................................................................................ 7

Working for Stewardship ............................................................................................................... 8

How to apply for this role ............................................................................................................... 9

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Role overview

Title:

Customer Operations Executive

Hours:

35 hours per week

Contract:

1 Year Fixed Term (Maternity Cover)

Location:

1 Lamb’s Passage, London, EC1Y 8AB
There is some flexibility to work remotely, although you must be able to work
in the office at least one day per week, or as the organisation requires.

Reports to:  Customer Operations Team Leader

Salary:

£31,000 per annum

Closing Date:  9am on Monday 5th January 2026

Why this position is important to us

This is an exciting role in a team dedicated to raising the bar of operational excellence at

Stewardship. You will play a crucial role in bringing exceptional operational efficiency across various
Stewardship platforms, enhancing customer satisfaction by providing Stewardship givers and partners
with seamless, impactful services that bring our mission to life.

Generosity should be joyful, and yet it can often feel burdensome because of the necessary
administration that surrounds financial giving. By working hard to complete and streamline essential
processes for our customers, you will be helping to release more joyful generosity in the UK Church
and beyond.

The impact you will have in this role

Through vital processes, checks and administration, you will be serving generous Christian givers and
the highly impactful churches, mission workers and charities which they support. Your work will equip,
encourage and support our givers and ministry partners to become faithful, active stewards –
transforming hearts and helping hands to steward responsibly and faithfully all that they give and
receive.

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Welcome to Stewardship

Stewardship serves Christian donors, workers, charities and churches in the UK and beyond called to
faithfully steward their personal, professional or ministry resources for God's glory.

Founded over a century ago by a small group of Christians who partnered to facilitate financial
support for Christian ministries, today we help over 30,000 people experience the joy of generosity,
giving more than £100 million each year in support of over 6,000 charities, 4,000 churches and 2,000
Christian workers.

Our vision, mission and values

Our vision is to a thriving Kingdom economy where God's people steward resources generously to
advance the Gospel. We help Christians be the best stewards of the resources God gives them.

Our four core values underpin all the work we do at Stewardship:

To find out more about Stewardship, please view our short video clip.

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Job detail

Main responsibilities

To include, but not limited to:

Financial & Gift Administration

•  Ensure that bank, BACS and foreign transfer payments to partners are made in an accurate,

secure and timely manner.

•  Processes any corrections or refunds, working with the Finance Team to resolve any customer

issues as quickly as possible.

•  Handle all cheque and voucher giving in an accurate and timely manner.

Internal & Customer Processes

•  Take ownership of the day-to-day operations of Stewardship’s primary platforms, executing
processes in a timely manner to ensure exceptional service delivery for our customers.
Improve productivity by refining processes where needed, demonstrating a high degree of
knowledge of all Stewardship’s products and services.

•

•  Manage and streamline the onboarding paperwork for new customers, ensuring all

documentation is accurate and complete.

Compliance & Due Diligence

•  Complete routine compliance checks in an accurate and timely manner to ensure adherence

to company policies and regulatory requirements.

•  Adhere to our policies regarding Gift Aid, anti-money laundering and fraud, safeguarding

vulnerable donors and identifying higher risk transactions.

Customer Support

•  Provide exceptional support to customers by addressing inquiries and resolving issues in a

timely manner.

•  Display our values in every interaction with customers, ensuring their needs are met with

outstanding service throughout their journey with Stewardship.

Collaboration

•  Work closely with Customer Service Team and specialist service delivery teams, to aid

service, efficiency and strategic initiatives for growth.

•  Collaborate with our Product Team to highlight areas for improvement and support the roll out
of any new product and features, ensuring that changes are tested and customer-facing teams
are ready for releases.

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It’s all about you…

We recognise that to be great at your role, there are certain characteristics that are important and
others that enable a good fit within our existing team and culture.

You should be:

•  Adept at problem solving, using your creativity to find solutions.

•  Willing to learn and adapt in your work, with an appetite for trying new things.

•  An effective communicator, with good written and oral communication skills.

•  A team player who can collaborate across a variety of teams.

•  A motivated self-starter who uses their initiative to serve their colleagues and customers.

•  A practising Christian and be able to clearly demonstrate a personal commitment to the

mission, principles, values and practices contained in our Ethos Statement. You should

also be able to demonstrate enthusiasm for the Christian purposes of the organisation and

a readiness to support and contribute to its ethos.

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Desired skills and experience

Skills and experience

Essential

Desirable

You have at least 5 GCSE’s (or equivalent) at grade 4 or C or above, to include
English and Maths.

You have outstanding administrative and communication skills, with experience of
working in an administratively heavy role.

You have passion for customer service, with previous experience of working in a
customer-facing role.

You have a desire to solve problems and maximise efficiency for your team and
your customers.

You have excellent time-management skills, being able to work well under
pressure and prioritise tasks under rapidly changing circumstances.

You have strong IT skills, with a good working knowledge of all core Microsoft 365
applications.

You have an eye for detail and a passion for excellence in your work.

You have a flexible and resilience approach to work, with a confidence to handle
shifting priorities in your daily tasks.

You have a general understanding of the UK charity sector including compliance
and legal aspects around Gift Aid, GDPR, anti-money laundering and
safeguarding.

You have experience of using Customer Relationship Management (CRM) tools.

You have knowledge of digital giving tools and the UK marketplace’s popular
platforms.

You understand motivations for Christian generosity and challenges that may be
commonplace within the UK Church.

You have the Right to Work in the UK (we do not offer sponsorship arrangements).

You will meet our Occupational Requirement to be a practising Christian as an
active member of a local church and be able to clearly demonstrate a personal
commitment to the mission, principles, values and practices contained in our Ethos
Statement.

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Working for Stewardship

Q. What are the usual working hours?

A. Stewardship’s normal office hours are 9am to 5pm, Monday to Friday, but you may be required to work
flexibly between 8am and 6pm in accordance with the needs of the organisation.

Q. How much Annual Leave do you offer?

A. All full-time employees receive 27 days Annual Leave, and 8 days bank holiday leave.

Q. What are the pension arrangements?

A. Stewardship offers a generous pension contribution; the equivalent of 10% of your gross annual salary into a
group personal pension scheme (applicable after 3 months service).
A salary sacrifice scheme for personal contributions is also available.

Q. Is it possible to work from home?

A. Yes, we are happy to offer flexibility for this role but would expect you to be able to work in our London office
for a minimum of 1 day per week.

 Q. What staff benefits do you offer?

A. Once probation has been passed, there are number of benefits available to staff:

•  Subsidised exercise membership
•  Hybrid and flexible working options
•  Contribution to your charitable giving account
•  Generous leave allowances
•  Long service awards
•  Participation in the Cycle to Work Scheme
•  Death in Service benefit (4x annual salary)
•  Option to join a Health Cash Plan
Interest-free season ticket loan
•

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How to apply for this role

Occupational Requirement (OR)

As a result of our Christian ethos, this post is covered by an Occupational
Requirement (OR) under Part 1 of Schedule 9 to the Equality Act 2010. The
successful applicant will be expected to be a practising Christian and to clearly
demonstrate a personal commitment to the mission, principles, values and practices
contained in our Ethos Statement, by:

•  Active membership of local church congregation.
•  An understanding of the faith aspects of the work of Christian charities,
including the preparedness to pray with colleagues, where appropriate.

How to apply for this position

You can apply online for this role at www.stewardship.org.uk/about-us/careers

Please remember to also upload a copy of your C.V. along with a covering letter that
demonstrates what you would bring to this role, to Stewardship and how you fulfil the
Occupational Requirement.

Contact us

For any questions or to arrange an informal conversation about this role, please
contact Joan Gray, our People, Culture & Place Administrator, on:

Telephone:

020 8502 5600, Extension 307

Email:

careers@stewardship.org.uk

Stewardship
1 Lamb’s Passage, London EC1Y 8AB

020 8502 5600
careers@stewardship.org.uk
stewardship.org.uk

Stewardship is the operating name of Stewardship Services (UKET) Limited, a registered charity no. 234714,
registered in England & Wales, and a company limited by guarantee no. 90305, registered in England & Wales.
© Stewardship 2021

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