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.