A career with real impact

Join our community and work for a world leader in sustainable banking

A movement that's changing banking for good

Location	Contract	Date added	Apply before
Bristol	Permanent	06-11-18	04-12-18

Triodos Bank is one of the world's leading sustainable banks. Our mission is to make money work for positive social, environmental and cultural change. This is an exciting time for the right person with a strong commitment to our mission to join a growing bank. Customer Operations is at heart of Triodos Bank. The team are responsible for a wide range of critical processes and functions that touch almost all parts of the UK branch. Some of the areas the team cover include; payments processing, account administration, opening and closing of accounts, and transaction monitoring to name a few. The team ensure that requests from customers and the wider bank are delivered with speed and accuracy.

Reporting to the Customer Operations Team Leader, the purpose of this role is to provide excellent administrative and operational support to customers both internally and externally and to be responsible for day to day processing of customer requests in accordance with the business and customer operations team needs, whilst meeting the necessary service level agreements. Accountabilities for this role include:

Adhering to team processes, and ensure all are up to date. Complete work in line with banking practice and regulatory requirements
Adhering to daily deadlines and timelines to ensure that relevant work is completed
The ability to recognise, report and resolve all customer complaints. All complaints to be checked by the complaint experts within the team
To be proactive in suggesting continuous improvements in line with current process improvement methodology
Prioritising own workload by working to a daily workflow plan given to them
Achieving consistent RFT score in line with set targets in all processes
Achieving set SLA's and KPI's
Escalating issues which prevent the daily workflow plan being achieved and controls being met
Providing excellent customer service
Balancing and maintaining the relevant suspense accounts owned by your team

In order to be successful in this role, candidates should possess the following skills and experience:

Previous administrative experience in a regulated industry is preferable
Experience would include working to service level agreements, processing customer requests, data entry, banking experience/knowledge and quality checking of work
Strong administrative skills and communicating clearly with confidence
A 'can do' attitude combined with an affinity to Triodos values and behaviours
Excellent interpersonal skills to maintain good working relationships internally & externally

In return for your commitment and hard work, you will be rewarded with a competitive salary of £17,500 to £19,500, depending on experience, plus a benefits package including:

Non-contributory pension scheme from your first day of 5% in year 1 and 10% from year 2 onwards
Life Assurance - x 4 basic pay
Income Protection - 75% of basic pay after 13 weeks sick and following six months service
Private Medical Insurance
A Health Cash Plan
A wellbeing allowance - £100 a year to spend on a hobby, interest, pampering or something else to improve your wellbeing
Vitality Leave - After each 7 years of service, you will be able to take a sabbatical of up 2 months paid leave
25 days (FTE) plus bank holidays per annum
A buy and sell holiday scheme of up to 5 days (FTE)
Season Ticket Loan available for commuting into the office
Voluntary benefits, including discounts and childcare vouchers

Please email your CV with a covering letter explaining why you would like to work for Triodos and be suitable for the role to HR@triodos.co.uk

Please note, Triodos Bank reserves the right to bring forward the closing date of any of its job vacancies in the event that we receive a suitable number of high quality applications from which to make a shortlist. Therefore, we recommend that you apply for one of our roles as soon as possible rather than wait until the published closing date. Triodos Bank is a Living Wage employer and embraces diversity in the workplace.

Working for Triodos Bank is more than just a job, so it is really important to think about why you want to work here.

We are looking for the best people, who are passionate about their career, their community, and in supporting Triodos Bank to achieving its mission.

Our application process is simple - once you have found an opportunity you would like to apply for, just send your CV and a covering letter to our HR Team at hr@triodos.co.uk.

You can read our Recruitment Privacy Statement here.

To help you with your application take a look our recruitment process below, with CV and interview hints and tips plus the answers to our frequently asked questions (FAQs).

The Recruitment Process

Once you have found a job you would like to apply for, please send your CV and a covering letter to our HR Team at hr@triodos.co.uk.

Your CV is a chance to make you, your relevant skills and your career history stand out.

Remember to:
>Keep your CV clear and concise
>Tailor your application to the role you are applying for to ensure you stand out as much as possible
>Present your skills and experiences in a timeline format with your most recent achievements first
>Make sure the information you provide us with is easy to read and in a logical order - bullet points are a good way to break up information
>Show yourself in the best possible light, by taking your time and making sure you don't leave anything important out
>Explain any gaps in employment or education

Working for Triodos Bank is not just about your skills and experience, it is also about a connection to our values and mission. Your covering letter is a great way to detail your passion and reasons for wanting to work for Triodos and to highlight any skills and achievements that may support your application. Make sure you also let us know your salary expectations.

If your skills and experience are relevant for the role you have applied for, you may be asked initially to take part in a telephone interview.
This is a great opportunity for you to talk to a member of the team, ask us any questions, and answer some competency based questions that are relevant to the role you have applied for.

To prepare a for a telephone interview, make sure that you:
>Have researched the role and our business before the call
>Find a quiet location with plenty of phone signal and minimal background noise so you and your interviewer can hear each other
>Listen to the question carefully. Take your time to think about your answers, and if possible use real life examples to help demonstrate your abilities.

The next stage, if your application is successful, will be an invitation to a face-to-face interview. We truly believe that interviews are a two way process; we'll be able to find out more about you and ask some competency based questions to learn about your skills and career history, and you'll get the chance to ask us any questions you may have about us and the role.

To prepare for your face-to-face interview, make sure you:
>Check the date, time, and location of your interview and plan your journey
>Sell yourself - This is your opportunity to make a great impression. Use examples from your career to support the answer to the questions you are asked
>Always remember to be yourself! We want to you to enjoy your experience with us, so relax, listen to the questions, and speak clearly and confidently.

Depending on the job that you are applying for, you may be asked to complete some form of ability and psychometric tests as part of the selection process.

Ability tests are designed to assess your aptitude and the professional attributes needed for the role. Psychometric tests are designed to find out more about your motivations as an individual within the workplace. As this type of test is about what motivates you, there are no right or wrong answers.

With both types of tests, always make sure you are in a quiet location, with plenty of time, and no distractions.

Q: How long does the application process take?
A: Once you have made an application, you will receive an acknowledgment email from our HR Team. Jobs are usually advertised for a period of 2 weeks. Don't worry if you have not heard from us straight away as we review all applications once the application period has closed.

Q: Whom can I contact if I have a problem or query regarding my application?
A: Our HR Team are always available to help you with any queries you may have. Get in touch with them at hr@triodos.co.uk

Q: Can I apply for more than one role?
A: Of course! However, we recommend that you only apply for roles that are suited to your career history and skills

Q: Why do we have online ability and psychometric tests?
A: To make sure you and the role are made for each other. You get a better understanding of what is involved, and we get to know more about you and your skills. Your results will be as unique as you are.

Q: How long do online ability and psychometric tests take?
A: It can depend on the type of test you are taking. Most of our tests range from 30 to 60 minutes, so make sure you are in a quiet location with plenty of time.

Q: Will I get feedback after my interview
A: Always! We want to ensure that every candidates receives the best experience. Our HR Team will be in touch after your interview to discuss feedback with you.

Q: If unsuccessful, can I apply for opportunities in the future?
A: If you were unsuccessful, we would still love to hear from you in the future should another opportunity arise that matches your skills. If you are hoping to apply for the same opportunity in the future, we recommend waiting 6 months before reapplying.

Our culture

So, what's it like to work here? Well we are just as passionate about our sustainable office and working environment as we are about you, your benefits, and your development.

Our UK HQ is located right in the heart of Bristol in an office which reflects our values and meets the rigorous environmental standards you'd expect from a world leader in sustainable banking.

With a living wall bringing the "outdoors in"; a reception made from waste recycled glass, chairs upholstered in a fabric containing nettle fibres; artwork from Alex Lucas, a Bristol-based Illustrator and solar panels on the roof, the office proudly showcases innovation, excellence, sustainability and entrepreneurship

Our office is very well served by public transport and most of our co-workers cycle, walk, or take a bus. We consciously have few parking spaces and in their place we have a large bike lock up, showers and lockers.

Faces of Triodos

We asked some of our co-workers what it was like to work at Triodos Bank. Here is what they had to say.

Your benefits

It’s not just our customer who deserve the best, you do too! That’s why as a co-worker, we want to ensure that you’re looked after as much as possible. We have a range of core benefits for all of our co-workers to take advantage of.

A non-contributory pension scheme from day one of 5% of your basic salary which increases to 10% after one years' service
Life Assurance worth 4 times your basic salary
Income Protection - 75% of basic pay after 13 weeks sick and following six months service
Private Medical Insurance
Health Cash Plan
A wellbeing allowance - £100 a year to spend on a hobby, interest, pampering or something else to improve your wellbeing
Vitality Leave - After each 7 years of service, you will be able to take a sabbatical of up 2 months paid leave

25 days (FTE) plus bank holidays per annum
A buy and sell holiday scheme of up to 5 days (FTE)
Additional holiday allowance through length of service
Season Ticket Loan available for commuting into the office
Voluntary benefits, including discounts and childcare vouchers
We also have some great other softer benefits to promote a healthy work life balance, such as free organic fruit that’s delivered twice a week to make sure you get your 5 a day!

We want you to bring your passions to work to share with the rest of us; we’re not all work and no play. There are loads of ways for you to get involved, meet fellow co-workers, and develop yourself:

Monday morning meetings – the whole company gets together every Monday morning to make sure that we are up to speed with the latest news: we share stories about new customers who are making a real difference, and hear about what our UK and group colleagues are up to

Welcome distractions – You can fill you lunch hours with Yoga, a massage, some guided meditation or singing in the Triodos Choir (or just have lunch with your fellow co-workers on the 4th floor while enjoying the great view of Bristol.)

Get social – If you’re like us, then you’ll love a social event. We have our own Social Committee who organise great events across the year, including our Summer BBQ and Christmas Party

Get sporty- Join a Triodos sports team - running, netball, football or triathlon

Learn more – There are numerous events and talks where you’ll get the chance to learn from thought leaders and meet some of our inspiring partners and customers

Learn new skills – Present and network via our ambassadors programme, become a process improvement guru, or learn to manage a project like a pro. Take advantage of our in-house training courses and programmes.

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A career with real impact

A movement that's changing banking for good

Our culture

Faces of Triodos

Faces of Triodos

Ellen Harrison – Marketing Executive

Tilla Katenga – Customer Operations

Katharine Langley - business development executive

Jeroen Bromilow - assistant accountant

Your benefits

Join a community of like-minded people