Customer Service Excellence Leader

2 days ago

Bristol, Bristol, United Kingdom Triodos UK Full time
About Triodos Bank UK

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

Job Description

We are seeking a Customer Service Excellence Leader to develop and maintain oversight of the customer service proposition and strategy for Triodos Bank UK (TBUK). This is an excellent 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.

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.

This role offers a high degree of autonomy and the benefits of hybrid working, typically requiring 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
  • 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.
Requirements

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.

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.

What We 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.

Benefits include:

  • A 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.
  • 27 days (FTE) annual plus bank holidays per annum increasing to 30 days after 2 years' service.
  • A buy and sell holiday scheme of up to 5 days (FTE) to maximum of 35 days.
  • 5 days fully paid carers leave.
  • A wellbeing allowance of £200 a year.
  • Season Ticket Loan available for commuting into the office.
  • Co-worker retail discounts.
  • Cycle to work scheme.
  • Refer a Friend scheme.

We are committed to diversity and inclusion and would therefore welcome applications for candidates from underrepresented and neurodiverse backgrounds.

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