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Senior Customer Contact Co-worker

Triodos is a bank that is rooted in sustainability. We exist to use money to benefit people and the planet, bringing together savers and investors who want to change the world for the better with sustainable enterprises doing just that.

Location: Bristol
Contract: Permanent
Date added: 04/05/17
Apply before: 18/05/17

We are pleased to be recruiting for a Senior Customer Contact Co-Worker who will be responsible for delivering an exceptional level of service to all contacts whilst following our policies and processes at all times. Successful candidates will benefit from an extensive training programme and a starting salary of up to £25,000 depending on experience, as well as an attractive working pattern of 7am - 7pm rotational shifts, Monday to Friday.

Our Customer Contact Team are the voice of Triodos Bank dealing with all contacts from our Personal, Business and Investment customers by email, telephone or secure message. The successful applicant will have worked within retail banking and have a good knowledge of savings and current accounts including ISA's. They will also need to have worked within a call centre environment although this does not need to have been within a banking environment. Other key responsibilities for this role include to:

  • Deputise for the Contact Team Manager in their absence
  • Provide supervision to Levels 1 and 2 in the absence of the Contact Team Manager
  • Monitor team performance on calls, emails and agenda's throughout the working day and take appropriate action to maximize quality and performance against team targets
  • Complete weekly coaching sessions with Level 1 and 2 co-workers reviewing a selection of calls and emails to ensure compliance and service quality
  • Be the initial point of escalation for Contact Team Co-workers who have queries or need guidance and for escalation of customer issues
  • Work with the Customer Contact Manager in organising and helping to deliver comprehensive and quality training for new and existing co-workers
  • Take responsibility for more complex queries and/or complaints with guidance from Customer Contact Manager as required
  • Be responsible for producing the daily, weekly and monthly performance reporting is completed for the Contact Team
  • Be responsible for organising the daily plan of work for the Contact Team to ensure the team meet their daily goals and objectives
  • Be proactive in identifying continuous improvements in line with current process improvement methodology, to improve efficiency and increase capacity
  • Support the team by answering complex questions from other co-workers in the team and bank
  • Be a complaints expert within the team, process complaints in line with Triodos Bank and regulatory processes and help other team members do this. Check co-worker complaint responses prior to the response being sent

You will provide exceptional customer focused service to Triodos Banks' business and personal customers and enquirers with a focus and commitment to meeting team quality and performance levels. In order to be successful in this role, candidates should possess the following skills and experience:

  • At least one years' experience in retail banking or similar financial services environment within a customer centric role
  • At least two years working in a Customer Contact Centre or similar environment handling inbound and outbound calls and responding to emails and letters within banking or similar financial services environment
  • Experience handling with complaints and complex queries where you have needed to liaise with customers and co-workers at all levels to resolve customer issues
  • Managing a team's daily work to achieve team targets
  • Handling a variety of different tasks with different timescales and requirements to help ensure targets are achieved
  • Experience producing management reports using Excel
  • A 'can do' attitude combined with an affinity to Triodos values and behaviours

It is not just our customer who deserve the best; you do too! In return for your commitment and hard work, you will be reward to an attractive salary of up to £25,000 depending on experience and benefits package, which includes:

  • 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 26 weeks sick and following six months service
  • Wellbeing - £50 a year to spend on a hobby, interest, pampering or something else to improve your wellbeing
  • 25 days (FTE) + bank holidays per annum
  • A buy & sell holiday scheme of up to 5 days (FTE)
  • Voluntary benefits, including discounts and childcare vouchers

Our mission is to make money work more consciously for positive social, environmental and cultural change. We believe that banking can, and should be a powerful force for good, serving individuals and communities and contributing to a more sustainable society.

Triodos Bank is a Living Wage employer and embraces diversity in the workplace. To apply, please email your CV with your covering letter and salary expectations 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.

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