Profile

Who we are:

Triodos Bank is an award-winning organisation and one of Europe’s leading sustainable banks, whose mission is to make money work for positive social, environmental, and cultural change. We offer a wide range of banking services for people who want to use their money consciously – from current accounts through to investments and savings. We only finance companies, organisations and projects that benefit people and the environment.

Our mission is -

• To help create a society that promotes people’s quality of life and that has human dignity at its core.
• To enable individuals, institutions, and businesses to use money more consciously in ways that benefit people and the environment and promote sustainable development.
• To offer our customers sustainable financial products and high-quality service

We’re a certified B Corporation, meaning that we are part of a community of businesses driving the shift to a new kind of economy, that is better for workers, better for communities and better for the environment.

The Opportunity:

A true ‘Customer Champion’ this role is responsible for developing and maintaining oversight of the customer service proposition and strategy for Triodos Bank UK (TBUK). This is excellent and rare opportunity for the right candidate to lead on the design and continuous improvement of the customer experience with a focus on ensuring good customer outcomes and cost-effective delivery of the function.

Reporting to the Director of Retail Banking, You will provide leadership for the UK Retail Customer Service department, line managing the Team Leaders, Complaints Manager and Quality Assurance Manager, setting and monitoring team objectives and ensuring they are achieved. As Head of Customer Service, you will be a trusted advisor to the business and will contribute to the wider leadership team activities and developments within TBUK. You will also build excellent collaborative working relationships with colleagues and key stakeholders at Triodos Group Head Office.

There high degree of autonomy and the role offers the benefits of hybrid working, typically this will require you to work 3 days in our Bristol office per week, with a choice of working from home on the other days. Some occasional travel to our Group Head Office in the Netherlands may be required.

Key responsibilities will require you to:

• Develop and maintain plan for the contact and retail banking operations teams to ensure delivery of high quality and consistent customer outcomes
• Create a strategy and set business objectives for the department that reflect the specific goals of the TBUK strategic business plan as well as supporting overall improvements to process scalability, efficiency and improved customer focus.
• Create a high-performance and inclusive environment, seek to develop and coach others to find solutions and reach their individual potential.
• Collaborate with key stakeholders in other departments to help shape projects, products, policies and processes.
• Participate in local and international project teams. Supply additional resource to project teams as needed.
• Working with the Proposition and Channel Manager contribute to the development and growth of the Retail Banking multi-channel strategy based upon a deep understanding of customer behaviour and market changes and trends
• Ensure fair outcomes are delivered for Vulnerable Customers – providing ownership of the VC Policy and highlighting areas for development within the business in line with gap analysis.

This role is designated as a Certified Function within the Senior Managers and Certification Regime under the category “Significant Management”. This is because the role as a direct report of a Senior Manager Function role has a high level of responsibility and autonomy of action within the authority delegated to it, which has the potential to cause “significant harm” to the firm or its customers.

What we are looking for:

To be successful in this role you will have significant relevant experience of developing and delivering a strong customer experience within a financial services environment at management level combined with a solid understanding and experience of banking and compliance (for example conduct risk and Consumer Duty).

You will have the ability to communicate effectively at all levels across the Bank including Board and will also have outstanding stakeholder management and influencing skills.

Knowledge and understanding of FCA requirements in relation to the management of complaints and the ability to create process and workflow efficiencies through structured business process redesign initiatives, preferably with a good understanding of Lean (or equivalent) methodology, will be needed for this opportunity.

Triodos Bank is proud of its culture, ethos, and ability to make a positive change in society. It is therefore important that candidates evidence a strong commitment to Triodos Bank’s core values of sustainability and transparency, as well as the personal qualities to live these values.

Offer

In return for your hard work and expertise, you will receive a competitive full time equivalent salary of between £70,000 - £85,000 depending on experience, plus access to our extensive benefits package, where most of our benefits are non-contributory.

Our benefits include:

• Non-contributory pension scheme from your first day of 8% in year 1 and 10% from year 2 onwards
• Life Assurance (worth 4 times basic pay)
• Income Protection - 75% of basic pay after 13 weeks sick and following six months service
• Private Medical Insurance with optional enhanced or HCP family coverage
• A Health Cash Plan
• Vitality Leave – After each 5 years of service, you will be able to take a sabbatical of up to 3 months. This benefit is then available after every 7 years of service thereafter.
• 27 days (Full Time Equivalent) annual leave plus bank holidays per annum increasing to 30 days after 2 years’ service
• A buy and sell holiday scheme of up to 5 days (Full Time Equivalent) up to maximum of 35 days total annual leave
• 5 days fully paid carers leave
• A wellbeing allowance of £200 a year
• 1 Wellbeing Day
• Free yoga classes
• Co-worker retail discounts
• Cycle to work scheme
• Refer a Friend scheme
• Colleague recognition voucher scheme

We are committed to diversity and inclusion and would therefore welcome applications for candidates from underrepresented and neurodiverse backgrounds. We value that receiving applications from candidates with diverse backgrounds is key in supporting our inclusive organisation to grow. We don’t want to miss out on candidates who feel they don’t exactly match the job description requirements, so if this is a role that sounds interesting to you, and you feel you could add value to the role please do apply. You could be exactly what we need!

Triodos reserve the right to close the vacancy once sufficient applications are received, so please do apply asap if this opportunity is of interest to you.

Closing Date: 29/11/2024