Job Description

Job reference number:

DM100

Contract:

Permanent, full time, 35 hours per week

Location:

Kings Hill-based (Kent) with hybrid working

Salary:

Up to 65,000 per annum (depending on experience)

The Role

We're looking for a talented Continuous Improvement Manager to join our Customer Operations Department at Charities Aid Foundation (CAF).


This is a newly created role at the heart of our transformation programme--offering a unique opportunity to shape the function and embed a culture of continuous improvement across CAF's UK Customer Operations.


As Continuous Improvement Manager, you will be a key representative for Operations within the transformation programme, ensuring that operational teams are fully engaged, consulted, and supported throughout. You will lead the design and delivery of process improvement initiatives using Lean methodologies, working cross-functionally to enhance customer satisfaction, reduce inefficiencies, and drive operational excellence.


You'll also play a vital role in building internal capability and fostering innovation through training, coaching, and stakeholder engagement.

Key Responsibilities

Develop and implement a structured Continuous Improvement (CI) framework aligned with CAF's operational goals. Lead end-to-end process improvement projects using Lean tools and root cause analysis techniques (e.g. 5 Whys, Fishbone Diagrams). Analyse operational data to identify trends, bottlenecks, and opportunities for improvement. Use performance metrics and KPIs to track the impact of CI initiatives and support data-driven decision-making. Facilitate workshops and feedback sessions to foster innovation and collaboration. Deliver training and coaching on CI tools and techniques to empower teams and embed a culture of continuous learning. Ensure improvements are sustained through audits, governance, and feedback loops.

Who you'll be

You'll bring:


Proven experience leading continuous improvement initiatives in a customer operations or service environment. Strong knowledge of Lean, Six Sigma, or similar methodologies (Green Belt or higher desirable). Experience managing cross-functional projects and engaging stakeholders at all levels. Strong analytical skills and experience using data to drive performance improvements. Excellent communication and facilitation skills, with the ability to present complex information clearly. Proficiency in CI and project management tools (e.g. Microsoft Project, Visio). Desirable Qualifications Lean Six Sigma certification (Green Belt or above). Project management qualification (e.g. PRINCE2, PMP). Training in change management and stakeholder engagement.

Special Conditions

Occasional travel to other CAF locations.


May require working unsociable hours.

What's in it for you

At CAF 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 and values, please visit cafonline.org/careers.

Who we are

About Us

At Charities Aid Foundation we accelerate social progress by providing essential connections between donors, charities and communities.


We safeguard and deliver vital donations, offer expert advisory services and financial products to donors and charities, and provide tailored charity banking through our award-winning bank CAF Bank.


Our purpose is to enable a better landscape for giving and a fair and sustainable future for all.

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

20

th

August 2025.

Interview dates:

Week commencing 25

th

August 2025.

We reserve the right to close this vacancy early if we receive sufficient applications for the role.


Please complete the form below, attach your CV and Cover letter, then click 'Submit Application' if applying via our website or send your CV to recruitment@cafonline.org quoting reference number

DM100.


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.


So we can support you to be your best during the application or interview process, please contact our Recruitment team at recruitment@cafonline.org or 03000 123 566 to request assistance or reasonable adjustments.


Job Reference: DM100