Job Description

Who is Charity Bank?
Charity Bank is a savings and loans bank with a mission to use money for good. We use the money our savers entrust to us to make loans to charities, social enterprises and organisations with charitable purposes. Our community of borrowers, savers, shareholders and staff are all working towards one goal - helping to create lasting social change in our communities. If you believe that banks have a vital role to play in creating a world, we all want to live in and you want to live your values at work, apply for this vacancy today.
Charity Bank Recruitment Process
At Charity Bank, we prioritise inclusion and fairness in our recruitment process. Our use of recruitment software helps mitigate unconscious bias by incorporating skill-based questions alongside CVs. Responses and CVs are anonymised and reviewed in random order by our hiring team to ensure an equal chance for all candidates, regardless of background. Demographic questions are strictly for statistical purposes, ensuring a balanced candidate pool. Opting out of these questions is an option.
The use of AI tools (e.g., ChatGPT or similar) is permitted in the application process. However, we advise against copying and pasting answers from AI tools, as this often results in generic responses. We encourage you to showcase your own experiences, voice, and style in your answers
We review all applications within two weeks after the closing date, so expect feedback shortly thereafter. If you require reasonable adjustments during the application process, please email us at .
Disability Confident Scheme
Under the Equality Act 2010, a person with a disability is someone who has - or has had in the past - a physical or mental impairment which has a substantial and long-term adverse effect on that person's ability to carry out normal day-to-day activities.
As an Equal Opportunities and Disability Confident Committed employer, we actively encourage applications from people who consider themselves to have a disability falling within this broad definition. To access the Disability Confident Scheme, as an applicant with a disability/long term health condition/mental health condition, you are simply required to:
Show that you meet the essential criteria described in the person specification.
Answer 'yes' to both the following questions on the Bank's application form, 'according to the definition of disability do you consider yourself to have a disability?' and 'do you wish to be considered under the Disability Confident Scheme?'
You are not required to share the name or nature of your condition; you are simply stating the fact that you have a disability or long-term health condition/mental health condition. If you do not answer 'yes', your application will not be considered under the Disability Confident Scheme.
Adjustments for the application process and interview can be made if needed, so please contact us at if you require this.
We are keen to recruit from as diverse a talent pool of applicants as possible, so the scheme gives you not a guaranteed job offer but an opportunity to be fairly and equally assessed in interview along with other candidates who meet the criteria for the role.
Hiring managers do not automatically know the details of your condition(s), they are allowed only to ask what adjustments you may need before the interview or when you are in receipt of a job offer.
Be reassured that any adjustments you require will be treated in the strictest confidence and will not form part of any aspect of the assessment.
If a job offer is made to you, we will discuss with you any adjustments that you may need in the workplace to enable you to perform the duties required. These will not be discussed at the interview.
In your application, please ensure you demonstrate clearly how you meet the essential criteria.
If you have any questions about the process, please contact us .
JOB PROFILE
Job Title: Apprentice - Savings Operations Support
Contract: 18-month fixed term contract (FTC); Level 3 Apprenticeship, including day release.
Location: Tonbridge
Responsible to: Head of Savings Operations
Date: June 2025
Purpose of the Role:
Support the Savings Operations Team in achieving objectives and activities in a high-volume environment. Deliver outstanding service to the Bank's savers, processing deposit administrative tasks efficiently and in accordance with the Bank's policies & procedures.
Key Contacts

• Internally - Work closely with a broad range of staff, including liaison with Reception, IT, Projects, Compliance, Savings Product and Lending Services.

• Externally - Work closely with a broad range of external parties including our savers and general enquiries coming into Charity Bank.

Other Requirements:

• Some requirements for out-of-normal-hours working, in times of heavy workload within the team.

Key Accountabilities - Savings Operations Support
1. Customer handling:

• Ensure that saver account requests are promptly receipted and actioned and that general enquiries are responded to in a timely manner whether by telephone, letter or email.

• Ensure compliance with Data Protection rules and regulations to maintain client confidentiality. Operate within the Conduct Risk framework, including Treating Customers Fairly and adhering to the principles of Consumer Duty to deliver good outcomes for savers.

• A main point of contact for incoming telephone calls and emails, responding or re-routing them as appropriate.

• Open and log daily incoming post and distribute quickly; frank outgoing post, including the banking of cheques.

2. Deposit accounts:

• Process account maturities, closures or withdrawals and assist with maintaining appropriate audit records.

• Process deposit accounts credits received by cheque or electronic payment.

• Support with the opening of new account applications received via the online origination platform.

• Process postal applications on Aurius (core banking platform), electronically scanning account forms, ensuring there is a clear audit trail and that transactions are compliant with the Bank's policies and a right first-time culture is achieved.

3. Banking:

• Enter deposit data into Aurius, meticulously conducting account reconciliations and investigating any unusual items; generate accurate reports from the banking system and bespoke databases.

• Deposit the Bank's cheques daily and ensure records for transactions are recorded accurately.

• Monitor daily work volumes and prioritise tasks to ensure the departmental service level agreement is met.

4. General Operations:

• Ad hoc office administration including filing, scanning, cleansing data and data entry.

• Prepare and issue mail merges via email or postal means.

Essential Experience
Customer service experience
Microsoft applications (Word, Excel, SharePoint, Outlook)
Desirable Experience
Document writing
Essential Attainments
Educated to at least GCSE standard including equivalent 9-4 grades in Maths and English Language or equivalent
Good standard of written and oral English
Confident telephone manner
Desirable Attainments
A levels or equivalent
Essential Special Aptitudes
High degree of accuracy and attention to detail with an analytical approach
Excellent communication skills, both verbal and written
Computer literate with a basic knowledge of MS Office, Outlook, Word, Excel
Numerate
Disposition
Able to work with minimal supervision
Passionate about providing excellent service
Problem solver
Ability to prioritise and manage workload in an ever-changing environment
Team player
Keen to learn
Thinking Style
Organised and methodical
Circumstances
Able to work additional hours on occasions when volumes or deadlines dictate
Able to commute to Tonbridge 5 days a week and to Maidstone for day release at college one day a week (alternate weeks)