Get AI-powered advice on this job and more exclusive features.

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 60+ 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.
  
  

• 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)
  
  

• SQL / Python / R coding skills
  
  

• Only apply through official Revolut channels. We don’t use any third-party services or platforms for our recruitment.
• Always double-check the emails you receive. Make sure all communications are being done through official Revolut emails, with an @revolut.com domain.
  
  

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

Referrals increase your chances of interviewing at Revolut by 2x

Get notified about new Head of Contact Center jobs in United Kingdom.

VP of Customer Success (Remote - Anywhere)

Director-Payment Solutions, Customer Success - UK, Virtual, EUROPE

Director, On-Prem to Cloud Specialist Sales

Head of Sales, Core Training Services (Assurance)

Sales Director (IT Services & Public Sector)

London, England, United Kingdom 4 days ago

Head of Solutions Architecture / Pre-Sales Leader – EMEA

Regional Director of Sales, UKI & Nordics

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.