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Complaints

4 months ago

London, United Kingdom Revolut Full time

With an arsenal of awesome products that span spending, saving, travel, transfers, investing, exchanging and more, we've helped 40 million customers get more from their money. So far, we have 10,000 people working around the world, from our great offices or remotely, on our mission. 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 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. The goal is always the same: to improve the quality of our services and make sure that what we deliver is WOW
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
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
4 years of financial services experience working with regulated complaints and managing teams
~ A strong problem-solving attitude to use analysis and resources efficiently to resolve complex cases
~ 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. Refer to our Data Privacy Statement for Candidates for details on our data handling practices during your application. Job ID 7b14c6de-935b-4c1c-ad79-f3d9fc117a30