Customer Contact Team Leader - 12 month FTC

Job Details

Profile

Who we are:

Triodos Bank is an award-winning organisation and one of Europe’s leading sustainable banks, whose mission is to make money work for positive social, environmental, and cultural change. We finance companies, institutions and projects that add cultural value and benefit people and the environment, with the support of depositors and investors who want to encourage corporate social responsibility and a sustainable society.

Our mission is -

• To help create a society that promotes people’s quality of life and that has 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, meaning that we are part of a community of businesses driving the shift to a new kind of economy, that is better for workers, better for communities and better for the environment.

The Opportunity

We are delighted to be currently recruiting for a Customer Contact Team Leader to join us at our Bristol Head Office on a full time 12-month fixed term contract basis. This role offers flexible hybrid working, typically this will require you to work from the Bristol office 2-3 days per week with a choice of working from home or the office on the other days.

Reporting to the Head of Customer Service you will lead a team of Contact Centre co-workers. Using proven coaching methods and frameworks, this role will support co-workers to achieve their own individual KPIs and develop their capabilities, enabling them to improve customer satisfaction and the overall customer experience across personal, business and investment products and multiple channels.

You will monitor, track, and evaluate performance across the team to continue to develop individual coaching plans, and areas for development across the department.

As Customer Contact Team Leader will you have an excellent knowledge of the bank’s operational processes and systems and will be pro-active in implementing process improvements as well as identifying challenges to service delivery and collaborating to find solutions.

Key Responsibilities will require you to:

• Lead Contact Team co-workers to achieve agreed targets and high quality of customer service.
• Monitor team performance on customer contacts throughout the working day and take appropriate action to maximize performance against service level delivery.
• Identify trends and potential challenges to service delivery and engage with stakeholders to escalate issues and drive solutions.
• Act as a focal point for Continuous Improvement activities and proactively seek and promote the adoption of continual improvement measures and best practices within the team.
• Work closely with the Quality Assurance Manager to deliver high quality service and ensure compliance with the Training & Competency framework.
• Provide effective resource planning and work allocation in line with demand to enable the team to maximise their performance.
• Support creation/maintenance of a positive culture of engagement in line with the Bank’s mission and values to create a positive working environment and highly motivated customer focused team.
• Ensure effective documented training and bespoke coaching plans for new and existing co-workers.
• Comply with all regulatory obligations and internal governance to help ensure ethical behaviour, working to deliver good customer outcomes and avoiding foreseeable harm in line with Triodos’ practice of putting customers at the heart of what we do.

What we are looking for:

To be successful in this role you have relevant experience of leading, managing and coaching a team, across various contact channels.

You will possess a strong working knowledge of how the complaints handling process works in a regulated environment combined with a solid understanding of Consumer Duty and vulnerable customers.

Able to build relationships at all levels, you will have the ability to successfully handle a variety of different tasks with different complexity, timescales, and requirements to help ensure targets are achieved.

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 ethical sustainability and transparency, as well as the personal qualities to live these values.

Offer

In return for your hard work and expertise, you will receive a salary of between £27,839- £37,500 - Full time equivalent salary depending on experience, plus access to our extensive benefits package, where most of our benefits are non-contributory.

Our benefits include:

• 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 (Full Time Equivalent) 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 (Full Time Equivalent) to maximum of 35 days.
• 5 days fully paid carers leave.
• A wellbeing allowance of £200 a year
• 1 Wellbeing Day
• Free yoga classes
• Co-worker retail discounts
• Cycle to work scheme.
• Refer a Friend scheme.
• Colleague recognition voucher scheme

We recognise that we’re on a journey with regards to diversity and inclusion and would therefore welcome applications for candidates from underrepresented and neurodiverse backgrounds. We value that receiving applications from candidates with diverse backgrounds is key in supporting our inclusive organisation to grow. We don’t want to miss out on candidates who feel they don’t exactly match the job description requirements, so if this is a role that sounds interesting to you, and you feel you could add value to the role please do apply. You could be exactly what we need!

Triodos reserve the right to close the vacancy once sufficient applications are received, so please do apply asap if this opportunity is of interest to you.

Closing Date: 28/09/2023