Co-worker Operations (Bereavements & Vulnerable Customers)

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 overall purpose of this role is to provide exceptional, customer-focused service to both Triodos Bank's external and internal customers, with a strong focus on meeting regulated timescales and maintaining high team quality and performance standards. The role also requires a sensitive and professional approach when supporting customers experiencing bereavement or those in vulnerable circumstances, ensuring they receive the appropriate care, empathy and support. The ultimate aim is to build and deepen relationships with customers and potential customers.

You will work in a team environment to support the completion of the team's daily workflows, ensuring all processes and quality standards are met. 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 and communicate effectively with customers and internal stakeholders.
• Adhere to team processes, regulatory requirements, and daily deadlines, ensuring all tasks are completed accurately and on time.
• Work to achieve set SLAs, KPIs, and RFT targets, prioritising your own workload according to daily workflow plans.
• Complete all necessary banking, administrative, and compliance tasks, including Anti Money Laundering (AML) checks and maintaining up-to-date records.
• Escalate issues and proactively suggest continuous improvements to enhance team processes and service delivery.
• Recognise, record, and respond to customer complaints in line with FCA guidelines to ensure good customer outcomes.
• Maintain the integrity of customer data and files, quality checking work as required, and upholding Triodos Bank's values in all interactions.

What we are looking for

To be successful in this role, you will have a strong customer focus, excellent organisational skills and keen attention to detail. You will be confident in handling sensitive customer situations with empathy and professionalism, particularly when supporting customers experiencing bereavement or those in vulnerable circumstances. Previous experience in banking and administration within a regulated environment is desirable. Ideally, you will have experience of working to SLAs, processing customer requests, data entry, applying banking knowledge and conducting quality checks. Experience of supporting bereaved and vulnerable customers, while balancing empathy with regulatory and procedural requirements, would be a distinct advantage.

What We offer

In return for your hard work and expertise, you will receive a competitive full time equivalent salary of scale 12, 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.

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.