Customer Contact Co-worker - Fixed term contract until August 2027 - #2189652

About Us:

Triodos Bank finances projects that benefit people and the planet. We’re committed to ethical sustainability, transparency, and high-quality service. We welcome candidates who share these values and want to drive positive change.

The Opportunity:

We are delighted to be recruiting for Customer Contact Co-worker to join our vibrant, supportive, and high performing customer contact team at our Bristol Head Office on a fixed term contract until August 2027.

The overall purpose of this role is to provide exceptional customer service to both Triodos Banks’ external and internal customers with a focus and commitment to meeting high team quality and performance levels.

Experience of banking or financial products will be advantageous. The ultimate aim of this role is to guide, support and communicate with customers who have questions or need help navigating their Triodos products.

There are excellent opportunities for learning and development and to build and progress a career in customer services within one of Europe’s leading sustainable banks.

This is a full-time opportunity and offers the benefits of a flexible hybrid working.

Typically, this would require 2-3 days in our Bristol office per week with a choice of working from home on the other days. The first 4-6 weeks will be fully office-based for training and induction.

Key responsibilities

• Provide consistently high-quality customer service.
• Speak with customers over the phone, via secure message and social media to provide internet and mobile banking support to customers.
• Professionally manage and resolve initial queries regarding all our products and services.
• Take ownership of more complex queries, work with the team seniors and other teams across the bank to deliver the right outcomes for customers.
• Work effectively as part of a team to achieve SLAs and deliver an overall exceptional service to customers.
• Explore vulnerabilities with customers to support inclusivity and meet the needs of our diverse customer base.
• Ensure the safety of customers by adherence to the relevant working process and legislation.
• Recognise, record and respond to customer complaints in line with FCA guidelines to ensure good customer outcomes.
• Be curious and proactive in suggesting continuous improvements in line with current process improvement methodology.

What we are looking for:

To be successful in this role you will have an excellent customer focus and be passionate about delivering a high level of customer service on a consistent basis.

An excellent communicator, you will have the ability to manage handling inbound and outbound calls and responding to emails and letters, in a fast-paced team environment.

You understand that attention to detail matters as we need to ensure the safety of customers, following processes and regulation carefully.

You will have a passion for learning and development. Each day you will need to use several systems and demonstrate a strong knowledge of our diverse range of products and processes in order to find the right answers for our customers.

Previous experience in banking and customer services within a regulated environment is required. Ideally, you will have experience of delivering service to meet SLAs, speaking to customers, navigating operating platforms, data entry and some knowledge of banking products in a regulated environment.

Triodos Bank is proud of its culture, ethos, and ability to make a positive change in society. It is 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.

What We Offer:

In return for your hard work and expertise, you will receive a competitive full-time equivalent salary of £27,336 -£31,000 depending on experience, plus access to our extensive benefits package, where most of our benefits are non-contributory.

Pension & Insurance

Non-contributory pension scheme offering 8% salary in your first year and 10% salary thereafter

Life Assurance (worth 4 times basic pay)

Income Protection

Private Medical Insurance

Health & Wellbeing

27 days’ holiday (full-time equivalent) plus bank holidays, rising to 30 days after 2 years

A buy and sell holiday scheme

1 wellbeing day and £200 wellbeing allowance per year

Vitality Leave – a part paid sabbatical of up to 3 months after you’ve been with us for 5 years, and every 7 years thereafter

Company sick pay

Health Cash Plan

Family

Company maternity, adoption and partners’ pay including additional leave for premature births

5 days fully paid carers’ leave

10 days fully paid fertility leave

10 days fully paid miscarriage leave

Other

Colleague recognition scheme

Co-worker retail discounts

Cycle to work scheme

Refer a Friend scheme

Our Commitment to Inclusion

At Triodos Bank, we are committed to building a diverse and inclusive organisation. We particularly welcome applications from underrepresented groups and neurodiverse candidates, and we value different career paths and lived experiences.

Please apply as soon as possible if this opportunity is of interest, as we reserve the right to close the vacancy once sufficient applications are received.