Alice Clutton

Customer Services Representative, Corporate and Private Clients

Charities Aid Foundation

My career with CAF: working in Customer services


What does working in Customer services involve?

When I first joined CAF I worked in our Contact Centre. My team was the first point of contact for all incoming queries. We could be asked about anything, so I had to build a solid knowledge of the charity; that way I could determine where to direct the call.

Now I work in the corporate team, which involves working with - and managing - a set of key clients, along with smaller corporate clients. In a way, it’s very different, as you now build up a rapport over time with specific people, rather than speaking to someone different each time. But whoever calls in, it’s up to us to make sure that they get the same quick, efficient service.

What sorts of calls do you deal with?

I deal mainly with new business calls from companies wanting to donate to charity. It’s my job to figure out whether we can offer them a product or service that fits their requirements.

I also speak with existing clients who may need statements, have questions about their donations or general queries about their account.

What's the best thing about working for a charity?

I know that when I go into work, I’m helping to get donations to very worthwhile causes. It’s really interesting to see which charities our clients give to, and why. Often they’ll have a very personal reason for choosing a particular cause.

I’ve discovered so many small charities in my time at CAF. They don’t always get as much coverage as the bigger charities, so it’s amazing to hear first-hand how they’ve used the donations they’ve received through us to help their beneficiaries.

Customer Services on Red Nose Day

How does your team celebrate success?

Customer services runs a Reward and Recognition scheme to celebrate exceptional work, as well as a Friends of Customer Service award for colleagues outside the division who have helped us to succeed.

We have a prizegiving event every quarter when the winners are presented with a certificate and prize. It’s inspiring to hear why they’ve been nominated.

We also have a “Weekly Stand Up” every Tuesday which is used to update everyone on news and things to be aware of. We also celebrate team stories, such as work successes, engagements, births and much more.

Why not join us? Check out our vacancies page for roles in Customer services.