Senior Card and Co-worker

Triodos Bank is one of Europe’s leading sustainable banks, dedicated to driving positive social, environmental, and cultural change. As a certified B Corporation, we only finance projects and organisations that benefit people and the planet. We offer a range of banking services for customers who want to use their money consciously.

We are seeking a detail-oriented Cards & Payments Specialist to join our Customer Services team. In this role, you will provide exceptional service to both internal and external customers while supporting the efficient operation of the Cards & Payments team.

Working as part of Customer Services, you will help ensure that card and payment processes are completed accurately, quality standards are maintained, and regulatory requirements are met. You will play an important role in maintaining smooth operational workflows while contributing to continuous improvement across the team.

This position offers significant scope to make a real impact and drive positive change, along with excellent opportunities for learning, development, and professional growth.

We offer flexible, hybrid working arrangements – typically requiring two days per week in our Bristol office, with the option to work from home on other days.

• Deliver high‑quality customer service while supporting the completion of Cards & Payments workflows and ensuring processes, controls, and quality standards are consistently met.
• Manage and prioritise daily workload in line with workflow plans, service level agreements (SLAs), Card Scheme and regulatory requirements.
• Support the handling of card and payment queries, including liaising with relevant internal teams on fraud‑related cases and complex customer issues.
• Analysis of card related incidents and documentation of risk events
• Identify and elevate issues in line with internal policies and procedures
• Contribute to continuous improvement by identifying opportunities to enhance processes, efficiency, and team capacity
• Identify processes that are not documented, ensuring gaps are filled and workflows are added to the Process Plaza.
• Support operational governance through activities such as complaint handling, quality checking, key control testing, and production of management information.
• Liaise with the Card Operations Manager to ensure new tasks that are mandated by the Card Scheme are documented and fulfilled as required

We are looking for someone with a strong customer focus, excellent attention to detail, and the ability to manage operational processes in a regulated environment.

The successful candidate will bring extensive experience working in a banking, financial services, or customer‑focused environment, along with a solid understanding of cards and payments operations. You will be a proactive team player with strong organisational skills and the ability to manage multiple priorities while maintaining accuracy and high standards of service.

You will ideally demonstrate:

• Strong administrative and organisational skills with excellent attention to detail.
• The ability to deliver high‑quality work against deadlines and service level agreements.
• Effective communication skills, with the ability to engage clearly with customers and colleagues at all levels.
• Experience supporting process documentation, workflow management, or operational improvements.
• A positive, customer‑centric mindset and a collaborative approach to teamwork.
• A solid understanding of card issuing and payments operations
• A proactive approach, using initiative to find solutions to complex card and payment issues
• The drive and initiative to get things done quickly whilst adhering to internal and external policies

In return for your hard work and expertise, you will receive a competitive full time equivalent salary of between £30,000 and £38,000, 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
• Company sick…