Job description 

About the role

Our Complaints team is the public face of the company and provides first-class, second-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 super-skilled Team Lead to work with the Complaints Team 📣

Someone who understands what it takes to motivate and lead a team. Someone to develop a firm foundation for our operations and innovate on ways to scale it quickly and effortlessly. If you’re ready to stop providing a service and join us in delivering WOW to our customers instead, let’s get in touch 👇

What you’ll be doing

• Managing a team of 10–15 Complaints Specialists
• Managing the daily performance of employees, ensuring adherence to SLA expectations (e.g. productivity and quality)
• Conducting regular one-to-ones, team meetings, and performance reviews
• Challenging processes and procedure in the context of continuous improvement
• Raising awareness of unusual trends in performance, team, attitude, and other management parameters
• Seeking to go above and beyond the role by taking ownership of difficult problems, resolving ongoing issues, and being a leader in the workplace

What you'll need

• Fluency in English with excellent communication skills
• Experience in people management experience to ensure the team is working effectively together
• The ability to work well under pressure, manage multiple projects at once, and meet tight deadlines
• The ability to communicate positively, effectively, and efficiently with members of various internal teams, outside counsel, and regulators
• To be data-driven with the ability to work with dashboards
• Great numeracy and IT skills

Nice to have

• Relevant experience in Support in a major financial institution (preferably international)
• Practical knowledge of SQL