Head of Complaints



London, UK · United Kingdom · Remote
Posted on Wednesday, June 26, 2024

About Revolut

People deserve more from their money. More visibility, more control, more freedom. And since 2015, Revolut has been on a mission to deliver just that. With an arsenal of awesome products that span spending, saving, travel, transfers, investing, exchanging and more, we've helped 45+ million customers get more from their money. And we're not done yet.

As we continue our lightning-fast growth,‌ two things are essential to continuing our success: our people and our culture. We've been officially certified as a Great Place to Work™ in recognition of our outstanding employee experience! So far, we have 10,000+ people working around the world, from our great offices or remotely, on our mission. And we're looking for more. We want brilliant people that love building great products, love redefining success, and love turning the complexity of a chaotic world into the simplicity of a beautiful solution.

About the role

Our Customer Support team is the public face of the company and provides first-class front-line support to our millions of customers. We're also internal customer champions, working with product teams to ensure customers stay at the forefront of everything Revolut does 🚀

We're looking for a passionate Global Head of Complaints to join us. Someone to oversee and manage all aspects of Complaints within Revolut, namely investigation and complaint resolution within regulatory deadlines. It’s a position for a truly responsible, customer-oriented, resilient individual with complaints expertise in the financial sector. A strategic thinker ready to improve internal processes wherever needed. The goal is always the same: to improve the quality of our services and make sure that what we deliver is WOW 💫

Up for the challenge? Let’s get in touch 👇

What you’ll be doing

  • Ensuring SLA adherence to regulatory deadlines for all incoming formal complaints
  • Identifying, analysing, and resolving issues whilst maintaining the utmost quality for service delivery
  • Owning all Complaints related KPIs, enquiries, and investigations end to end
  • Implementing improvements to internal procedures
  • Actively contributing to a culture where the fair treatment of customers is a priority
  • Organising and maintaining a central archive of data, making sure everything is recorded accurately and easily accessible
  • Collaborating with various internal teams, such as Customer Service, Product Development, and Quality Assurance, to guarantee efficient and effective complaint resolution
  • Seeking to go above and beyond the role by taking real ownership of problems, policies, or procedures
  • Staying up-to-date with relevant industry regulations, policies, and compliance requirements to ensure all complaint-handling processes adhere to legal and regulatory standards

What you'll need

  • 4+ years of financial services experience working with regulated complaints and managing teams
  • Strong analytical and problem-solving skills to oversee teams investigating and performing RCA
  • A strong problem-solving attitude to use analysis and resources efficiently to resolve complex cases
  • To be meticulous with great attention to detail, and knowledgeable of where and how to obtain relevant information
  • Motivation and a readiness to improve every aspect of Revolut and yourself
  • Fluency in English with exceptional communication and writing 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.

Refer to our Data Privacy Statement for Candidates for details on our data handling practices during your application.