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Customer Experience Director

1 month ago

Bristol, Bristol, United Kingdom Triodos Bank Full time

About the Role

Who We Are:

Triodos Bank is an award-winning sustainable bank, one of Europe's leading players in its field. Our mission is to make money work for positive social, environmental, and cultural change.

We offer a wide range of banking services for customers 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 three key objectives are -

  • To help create a society that promotes quality of life and 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, part of a community of businesses driving the shift to a new kind of economy that benefits workers, communities, and the environment.

The Opportunity:

A Customer Champion is sought to develop and maintain oversight of the customer service proposition and strategy for Triodos Bank UK. This is an excellent opportunity for the right candidate to lead on the design and continuous improvement of the customer experience, ensuring good customer outcomes and cost-effective delivery of the function.

This role will provide leadership for the UK Retail Customer Service department, line managing Team Leaders, Complaints Manager, and Quality Assurance Manager. As Head of Customer Service, you'll be a trusted advisor to the business and contribute to the wider leadership team activities and developments within TBUK. You'll build collaborative working relationships with colleagues and key stakeholders at Triodos Group Head Office.

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

Key responsibilities include -

  1. Developing a plan for contact and retail banking operations teams to ensure delivery of high-quality and consistent customer outcomes.
  2. Creating a strategy and setting business objectives for the department, reflecting the specific goals of the TBUK strategic business plan and supporting overall improvements to process scalability, efficiency, and improved customer focus.
  3. Creating a high-performance and inclusive environment, seeking to develop and coach others to find solutions and reach their individual potential.
  4. Collaborating with key stakeholders in other departments to shape projects, products, policies, and processes.
  5. Participating in local and international project teams and supplying additional resources as needed.
  6. Working with the Proposition and Channel Manager to develop and grow the Retail Banking multi-channel strategy based on a deep understanding of customer behaviour and market changes and trends.
  7. Ensuring fair outcomes are delivered for Vulnerable Customers, owning the VC Policy, and highlighting areas for development within the business.

This role is designated as a Certified Function within the Senior Managers and Certification Regime under the category Significant Management due to its high level of responsibility and autonomy of action within the authority delegated.

What We're Looking For:

To succeed in this role, you'll have significant relevant experience 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. You'll have effective communication skills at all levels across the Bank, including Board-level interactions.

You'll also require outstanding stakeholder management and influencing skills, knowledge of FCA requirements in relation to complaint management, and ability to create process efficiencies through structured business process redesign initiatives, preferably with Lean methodology expertise.

Triodos Bank values a commitment to sustainability and transparency, as well as personal qualities that reflect these values.

What We Offer:

In return for your hard work and expertise, you'll receive a competitive salary between £70,000-£85,000 depending on experience, plus access to our extensive benefits package, including a non-contributory pension scheme, life assurance, income protection, private medical insurance, health cash plan, wellbeing allowance, and much more.