Head of Contact Centre

About Revolut

People deserve more from their money. More visibility, more control, and more freedom. Since 2015, Revolut has been on a mission to deliver just that. Our powerhouse of products — including spending, saving, investing, exchanging, travelling, and more — help our 50+ million customers get more from their money every day.

As we continue our lightning-fast growth,‌ 2 things are essential to our success: our people and our culture. In recognition of our outstanding employee experience, we've been certified as a Great Place to Work™. So far, we have 10,000+ people working around the world, from our offices and remotely, to help us achieve our mission. And we're looking for more brilliant people. People who love building great products, redefining success, and turning the complexity of a chaotic world into the simplicity of a beautiful solution.

About the role

At Revolut, we do Ops differently. Our hyper-talented Production Operations Managers don’t just keep things ticking over. They're given the most complex, hard-to-solve problems in the business.

Then they create elegant, scalable solutions that keep pace with our ambitious growth plans.

We don’t like to brag, but it’s fair to say we’re an ever-changing, ever-growing, ever-awesome fintech, right?

We‘re excited to expand our services to include Phone Support. We're seeking a Head of Phone Support to lead initiatives across different departments, ensuring we deliver exceptional service through this new channel. This role is pivotal in shaping the future of these departments at Revolut and our customer interactions, maintaining our high standards, and driving continuous improvement.

What you’ll be doing

• Strategy Development: Designing and implementing the overall strategy for the Phone Support team, aligning with Revolut's mission and customer service objectives.
• Team Leadership: Building and mentoring a high-performing team, fostering a culture of excellence, innovation, and customer-centricity.
• Operational Excellence: Establishing and monitoring key performance indicators (KPIs) to ensure consistent achievement of service levels and customer satisfaction.
• Cross-Functional Collaboration: Working closely with other departments to integrate Phone Support seamlessly into our existing support ecosystem.
• Quality Assurance: Implementing robust quality control processes to maintain high service standards and identify areas for improvement.
• Process building: Leveraging data and insights to refine Phone Support processes and enhance the overall customer experience.

What you'll need

• 8+ years of work experience with at least 3 years in a leadership role overseeing operations
• Experience in managing an international call centre for a leading institution with great results
• Proven track record of building and leading high-performing support teams
• Excellent communication and interpersonal skills, with the ability to engage and motivate team members
• In-depth knowledge of customer service principles and practices, particularly in phone support
• Demonstrated ability to manage and improve customer satisfaction metrics
• Ability to work in a fast-paced, dynamic environment
• Great track record with quick promotions
• Evidence of high potential (a tendency to promote at the earliest opportunity, or performing role of their superiors)

Nice to have

• SQL / Python / R coding skills

Building a global financial super app isn’t enough. Our Revoluters are a priority, and that’s why in 2021 we launched our inaugural D&I Framework, designed to help us thrive and grow everyday. We're not just doing this because it's the right thing to do. We’re doing it because we know that seeking out diverse talent and creating an inclusive workplace is the way to create exceptional, innovative products and services for our customers. That’s why we encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard-working team.

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