Head of Customer Services the Netherlands

Do you want to make a difference and contribute to creating a better world? Are you interested in developing your skills and knowledge, while putting your ideals to work? Join us, we are a frontrunner in ethical banking and global impact investing, and we need people like you to make change happen.

We believe that money can change the world for the better. In fact, our organisation was founded on this belief. Our mission is to create a society that protects and promotes the quality of life of all its members with human dignity at its core.

Due to the promotion of the current Head of Customer Services the Netherlands, we are looking to bring on board a new Head of Customer Services the Netherlands.

How you will make a difference

Your leadership will be crucial in transforming how customers experience banking with purpose. By driving operational excellence and leveraging data, insights and AI, you will elevate the quality and consistency of every customer interaction. You will ensure that customer feedback translates into structural improvements across journeys, products, and channels. In doing so, you will create measurable impact, strengthen our connection with the world around us, and continuously evolve how we serve our customers. You will help us change finance to finance change by:

Leadership & Strategic Direction:

• Being an inspiring people leader and activating the bank’s mission and values
• Leading the customer service function within the Netherlands, ensuring effective management, planning, coordination, and control while adhering to Triodos policies and procedures
• Make sure the strategic plan of the Group Customer Services comes into action and drives the realisation and implementation of key objectives in close alignment with the Customer Value streams, in particular the Omnichannel Value Stream
• Developing ways for customer services to become more proactive in using contact moments as cross-sell opportunities (without becoming a hard-sell organisation 

Customer Services Delivery:

• Assuring the customer services delivery proposition meets customer needs in the Netherlands by setting clear objectives for the delivery of 1st line customer services through all channels
• Overseeing seamless interconnectivity between all digital channels, customer contact, and operations teams
• Managing customer complaints as a structured feedback loop, ensuring timely and thoughtful resolution

Knowledge Management and AI:

• Drive a knowledge management approach that ensures customer service teams work with consistent, up-to-date information, while capturing customer interactions as a source of insights for continuous improvement
• Enabling the structured sharing of insights, best practices and learnings across countries, translating frontline experience into actionable improvements across journeys, products and channels
• Use AI as a means to become of more efficient and robust Customer Services within the Netherlands

Co-worker Development and Management:

• Setting clear, measurable objectives for direct reports and ensuring these cascade effectively to team members
• Monitoring, coaching and supporting co-worker development, ensuring the review process is effectively executed for all team members with continuous feedback and review
• Role modelling core managerial tasks like illness management, career development and talent conversations
• Enabling others to develop personal leadership and accountability

  What You Will Bring

• Extensive experience in customer service leadership within financial services
• Proven track record in implementing customer service strategies
• Strong background in digital channel optimisation and digital service delivery
• Excellent stakeholder management and communication skills
• Strong cross functional collaboration capabilities
• Leadership and people management capabilities
• Learning agility and adaptability
• Professional proficiency in Dutch (language level C2) and English is required

Your future colleagues and reporting lines

You will report directly to the Group Director Customer Services.

The 7 team leads; Customer Contact, Quality and Support, Knowledge Management and Operations Expertise, report to you. The total population of co-workers in Customer Services the Netherlands is 80 FTE.

Besides that you will collaborate closely with: the Value Stream Leads to ensure customer service enables product delivery, especially the Value Stream Lead Omnichannel, the Country Managing Director of the Netherlands, Head of CDD in the Netherlands to strengthen the integrated service to our shared customers, ensuring consistent, compliant and high-quality interactions.

What we offer you

An inspiring work culture

The most important thing about working with us is that you are part of community that is changing the world for the better. We are constantly improving our work culture to create conditions where every person can thrive, so you are able to:

• find a sense of meaning in your work
• create positive energy and impact with your co-workers
• build mutual trust and respect in working relationships
• enjoy fulfilment at a professional and personal level

A comfortable working environment

Our award-winning sustainable head office is based in Driebergen-Zeist, the Netherlands at the Reehorst Estate, just a 3 minutes’ walk from the train station. Combined with working from home, it is an inspiring place to work and connect with your colleagues.

And of course, great remuneration and working conditions:

• a salary appropriate to the position, our remuneration policy and your experience between € 7,020 – € 9,000 gross per month for 36-hour work week
• A 13th month and 8% holiday allowance
• an attractive pension policy
• a mobility card (including free private travels)
• flexible working hours and the opportunity to work from home
• reimbursement of a company bicycle to the max of € 1,500
• 27 holiday days with a 36-hour working week, plus the option of buying 2 weeks of extra holiday days
• extra leave to contribute to voluntary work
• a range of education and training opportunities
• the option to join our collective health insurance
• a working from home allowance per home office day
• suitable home office equipment up to € 750 every 5 years