Customer Contact Coworker

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 permanent basis. 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 team quality and performance levels. 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 will require you to:

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

What we are looking for: To succeed in this role, you’ll be customer-focused and passionate about delivering consistently high levels of service to both internal and external customers. Experience in Financial Services and a contact centre environment would be highly desirable. 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 will need 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. This role requires you to follow processes and regulations closely in line with relevant legislation to ensure the safety of customers, and therefore good attention to detail is required for this role.

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 £26,228 - 27,336 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
• 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 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.