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- Tasks: Lead the Phone Support team, ensuring exceptional service and operational excellence.
- Company: Revolut is a fast-growing fintech on a mission to empower customers with better financial control.
- Benefits: Enjoy a dynamic work environment, remote options, and a culture certified as a Great Place to Work.
- Why this job: Shape the future of customer interactions in a vibrant, innovative company focused on growth.
- Qualifications: 8+ years experience, including 3 years in leadership, with a proven track record in call centre management.
- Other info: Diversity is key; we encourage applications from all backgrounds to foster innovation.
The predicted salary is between 48000 - 72000 £ per year.
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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.
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.
Important notice for candidates:
Job scams are on the rise. Please keep these guidelines in mind when applying for any open roles.
- 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.
We won\’t ask for payment or personal financial information during the hiring process. If anyone does ask you for this, it’s a scam. Report it immediately.
By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Revolut. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Revolut may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Revolut\’s Candidate Privacy Notice
Seniority level
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Seniority level
Director
Employment type
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Employment type
Full-time
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Head of Contact Centre employer: Revolut
Contact Detail:
Revolut Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Contact Centre
✨Tip Number 1
Familiarise yourself with Revolut's mission and values. Understanding their commitment to customer service and innovation will help you align your approach during interviews, showcasing how your leadership style can contribute to their goals.
✨Tip Number 2
Prepare to discuss your experience in managing international call centres. Be ready to share specific examples of how you've improved customer satisfaction metrics and led high-performing teams, as these are crucial for the Head of Phone Support role.
✨Tip Number 3
Highlight your ability to foster a culture of excellence and innovation within your team. Think of instances where you've successfully mentored team members or implemented new strategies that enhanced performance and customer experience.
✨Tip Number 4
Demonstrate your understanding of cross-functional collaboration. Be prepared to discuss how you've worked with other departments to integrate support services effectively, as this will be key in shaping the future of Phone Support at Revolut.
We think you need these skills to ace Head of Contact Centre
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Head of Contact Centre position. Tailor your application to highlight relevant experience and skills that align with the job description.
Craft a Compelling CV: Your CV should clearly showcase your leadership experience, particularly in managing call centres. Use quantifiable achievements to demonstrate your impact in previous roles, such as improvements in customer satisfaction metrics or team performance.
Write a Strong Cover Letter: In your cover letter, express your passion for customer service and your vision for the Phone Support team at Revolut. Highlight your strategic thinking and how your past experiences have prepared you to lead initiatives that enhance customer interactions.
Proofread Your Application: Before submitting, carefully proofread your application materials. Look for any spelling or grammatical errors, and ensure that your documents are formatted professionally. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Revolut
✨Understand the Company Culture
Before your interview, take some time to research Revolut's culture and values. They pride themselves on innovation and customer-centricity, so be prepared to discuss how your leadership style aligns with these principles.
✨Showcase Your Leadership Experience
With a requirement of at least 3 years in a leadership role, be ready to share specific examples of how you've built and led high-performing teams. Highlight any metrics or achievements that demonstrate your success in previous roles.
✨Prepare for Operational Excellence Questions
Expect questions about how you would establish KPIs and ensure service levels are met. Think of examples from your past where you implemented processes that improved customer satisfaction and operational efficiency.
✨Demonstrate Cross-Functional Collaboration Skills
Revolut values collaboration across departments. Be prepared to discuss how you've successfully worked with other teams in the past to achieve common goals, especially in a fast-paced environment.
