Job title: Customer and Operations Analyst, CAF Bank
Job reference number: VM082
Contract: Permanent, full time
Location: Kings Hill-based (Kent) with hybrid working (2-3 days per week in the Kings Hill office)
Salary: £34,000-£38,000 per annum (depending on experience)
We’re looking for a talented Customer and Operations Analyst to join our Customer Service at CAF Bank, part of Charities Aid Foundation (CAF).
Join us to drive operational excellence and elevate customer experience at the heart of a dynamic, award-winning bank—where your analytical expertise will shape service delivery, optimise processes, and create meaningful impact in a fast-paced financial environment
What you’ll do
At CAF Bank, every one of us contributes to our impact, and as our Customer and Operations Analyst you too will play an integral part in what we do.
The key purpose of this role is to create, enhance and analyse operational data and customer insights to drive efficiency and elevate customer experience.
As our Customer and Operations Analyst, you will:
* Create regular reports and dashboards to track key performance indicators, operational metrics and customer measures
* Collect, analysis and interpretation of operational MI to identify trends and areas of improvement
* Analyse customer feedback to identify common issues, areas for improvement and key drivers for satisfaction
* Work with the operations team to identify opportunities for process improvements
* Develop actionable recommendations to improve operations and customer experience monitoring external trends
Who you’ll be
This role is for you if you have experience of working with analytics for both operational performance but customer trends and insight or have relevant transferable skills and are keen to make a difference to society. We are looking for:
* A detail-oriented data driven problem solver
* Passionate for improving customer experience and operational efficiency
* Thrives in turning numbers into narratives and insights into actions
* Uses an analytical mindset to uncover trends, spot inefficiencies and influence decisions with clear compelling recommendations
* Be pro active and have strong collaboration skills
* Be curious, resourceful and committed to creating value through smart analysis and thoughtful execution.
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 .
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 28th July 2025
Interview Date: First stage interviews will be week commencing the 4th August 2025
We reserve the right to close this vacancy early if we receive sufficient applications for the role.
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.
Job Reference: VM082