Key Skills

Job Description

Job description: Help Customer Services make better decisions about demand, capacity and staffing. As Workforce Management Expert, you will help Customer Services improve forecasting, capacity planning, and operational decision-making across Triodos Bank. You will combine WFM expertise with data-driven insight, advise operational leaders, and help further develop a relatively new capability within the organisation. Working with WFM colleagues across the group, you will strengthen methods, processes, reporting, and planning maturity. How you will make a difference In this role, you will own the capacity-planning and workforce-forecasting cycle for Customer Services, so that operational teams remain in control of demand, workload, and staffing requirements. To get there, you will: Own the capacity-planning and workforce-forecasting cycle for Customer Services, helping operational teams remain in control of demand, workload, and staffing requirements. Translate demand forecasts into short-, medium-, and long-term capacity scenarios, making planning assumptions, risks, and trade-offs transparent. Advise the Head of Customer Services and local team leads on capacity risks, planning choices, and opportunities to improve service, productivity, and operational resilience. Analyse relevant operational data and share clear, actionable insights that support decision-making across the Customer Services domain. Improve WFM methods, governance, reporting, and processes, and contribute to increasing WFM maturity across the organisation. Collaborate with WFM & Insights colleagues across the group to exchange expertise, align approaches, and continuously improve the field. Your future colleagues The WFM & Insights Team operates at group level and develops common WFM standards, methods, insights, and processes. The team helps operational departments improve control, efficiency, effectiveness, and compliance. You will report to the Head of WFM & Insights. You will work closely with the Head of Customer Services, local team leads, and WFM colleagues across the organisation. What you will bring Your unique potential and your values matter most to us. We look for people who are self-aware and who think in a broad, connected way, always conscious of their effect on society, the environment and the economy. To succeed in this role, you will need: Relevant experience in Workforce Management, including forecasting and capacity planning in a customer-service or comparable operational environment. Experience developing and embedding WFM processes, methods, governance, or reporting to increase organisational WFM maturity. The ability to turn complex operational data into clear insights, scenarios, and recommendations for operational and senior stakeholders. Experience with analytical and visualisation tools such as KNIME and Power BI—or the ability and willingness to develop this expertise. Strong stakeholder-management and advisory skills. A continuous-improvement mindset and an interest in innovation within Workforce Management and Customer Services. Demonstrable affinity with the mission and values of Triodos Bank. Build productive working relationships with Customer Services leaders, local team leads and WFM colleagues across the group. Make planning assumptions, risks and trade-offs transparent, and use them to advise leaders on planning choices. Professional proficiency in English (spoken and written); Dutch is a strong plus. We consider it a plus if you have: A bachelor’s or master’s degree in business economics, econometrics, mathematics, data analytics, or a comparable discipline; equivalent relevant experience is also welcome. A recognised Workforce Management qualification. You do not need to bring all of these. If you meet the main requirements for the role and bring some of what is listed here, please do apply. What we offer you An inspiring work culture: What people value most about working here is that the work itself is the point. We keep improving how we work together, so people find meaning in what they do, trust each other and grow. A comfortable working environment: Our award-winning head office is in Driebergen-Zeist, on the Reehorst Estate, a 3-minute walk from the train station. Combined with hybrid working, it is an inspiring place to work and connect with your colleagues. And of course, good pay and working conditions (CLA Banken): A monthly salary between €3.740 and €4.675, based on a 36-hour workweek. The fixed annual salary is calculated by multiplying the monthly salary by 13.96, including the 13th month and holiday pay. 32-36 hour work week Six weeks of paid annual leave, with the option to buy up to two more weeks An attractive pension plan Flexible working hours and hybrid working Free travel on public transport, in your own time as well as for work — with the option to upgrade to first class for a small personal contribution A range of education and training opportunities Reimbursement for a company bicycle, up to €1,500 The option to swap bank holidays for other days, under certain conditions, if you celebrate different holidays An allowance for every day you work from home, and a budget to set up your home office properly Sounds interesting? Everyone is welcome to join us. We are committed to equity and diversity, and we want to create an environment where all colleagues and our wider community feel safe and included. You do not need to bring everything this role asks for to add value. If the work interests you and a large part of what we ask fits you, we would love to hear from you. Please include a cover letter. Have a look at what we finance before you write it, and tell us what our mission would mean for you — in the work you do, and in the choices you make outside it. There are two interviews. We will talk about what our mission means to you, the ways of working that matter most in this role, and your skills and experience. The closing date for applications is: 4 November 2026 If you have questions, or need any adjustments to take part in our process — at any stage, for any reason — please contact us via [email protected]. You do not need to explain why you need an adjustment, and asking will not affect how your application is assessed. Who we are 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. Triodos Bank was founded in 1980 to show what money can set in motion. We use the savings entrusted to us to finance cleaner energy, organic farming, better care and art that brings people together. A certified B Corp since 2015 and a founder of the Global Alliance for Banking on Values, we are also the only bank of this kind that owns itself — a structure built to protect our independence. Today, we operate across the Netherlands, Belgium, Spain and the United Kingdom, while Triodos Investment Management manages funds in Europe and emerging markets. www.triodos.com | www.triodos-im.com | www.triodosfoundation.nl

Core Responsibilities

Own the Customer Services capacity-planning and workforce-forecasting cycle, translating demand forecasts into short-, medium-, and long-term scenarios and making assumptions, risks, and trade-offs clear. Advise operational leaders using data-driven insights, improve WFM methods, governance, reporting, and processes, and collaborate with group colleagues to strengthen organisational WFM maturity.

Requirements

Candidates should have relevant Workforce Management experience, including forecasting and capacity planning in customer service or a comparable operational environment, and experience developing WFM processes, methods, governance, or reporting. They should be able to turn complex operational data into actionable insights, have strong stakeholder and advisory skills, and be proficient in English; Dutch, a relevant degree, and a recognised WFM qualification are advantages.

Benefits

• Hybrid Working
• Paid Annual Leave
• Pension Plan
• Flexible Working Hours
• Free Public Transport
• Education And Training Opportunities
• Company Bicycle Reimbursement
• Option To Swap Bank Holidays
• Work-From-Home Allowance
• Home Office Setup Budget