Complaints Team Leader
Revolut
Krakow
3 d. temu

ABOUT THE TEAM Our Customer Service team is the public face of the company and provides first-class front-line support to our millions of customers.

We are also internal customer-champions, working with product teams to ensure users stay at the forefront of everything Revolut does.

We're a truly diverse, international group and we work across three European offices.We hire people who know how to act fast, look for root causes and solve problems not follow scripts.

We expect every person to drive change and bring value to Revolut by contributing more than just resolving tickets. We dedicate a lot of time for personal and professional growth and as a result, by the time our agents "graduate" support they are fully trained to rock in any other role in the company (and are in demand from lots of teams!).

ABOUT THE ROLE We’re looking for a superstar Team Leader (who understands what it takes to motivate and lead a team and has experience in doing so)to sit within ourComplaints team in Krakow.

WHAT YOU'LL BE DOING

  • Leading and motivating a team of Complaints Analysts in Krakow with the aim to constantly improve and develop their skills while hitting targets
  • Nurturing a positive, stimulating and productive working environment whereby everyone works towards a common goal
  • Challenging policies and procedures, in the quest for continuous improvements
  • Seeking to go above and beyond the role by taking real ownership of problems, policies or procedures from end-to-end
  • Engaging in activities to ensuring each analyst has a voice and receives frequent feedback
  • WHAT YOU'LL NEED

  • A proven track record of improving the productivity and quality of a team
  • At least 1 year of experience in managing a team (5 -10 FTEs)
  • A self-learner and independent problem-solver
  • Experience in leading on a project
  • Ability to work under pressure and meeting deadlines by prioritising tasks efficiently
  • Data-driven and ability to work with dashboards
  • Strong communication skills, great numeracy and IT skills
  • Willingness to frequently travel between the Krakow
  • Flawless English
  • Exceptional resolution skills
  • Bachelor's degree or equivalent
  • Knowledge of a dispute resolution process is highly favourable
  • Practical knowledge of SQL (can be basic level) is a plus
  • A little about us When Revolut was founded in 2015, we had a vision to build a sustainable, digital alternative to traditional big banks.

    Our mission now is to help our customers improve their financial health, empower them to have more control, and promote financial cohesion across the communities in which we operate.

    Launching into 2020 with 10 million Personal customers and over a quarter of a million Business customers only reinforced our belief in the vast need across the world for better financial services.

  • As our customer base has boomed in the last year, we’ve expanded our team to match that growth. We started 2019 with several hundred employees;
  • we closed it out with 2000. What we’re looking for Revolut is being scaled up by people all around the world who share our vision.

    We’re looking for people who align with our four core values : we Never Settle, we Get It Done because we Think Deeper and we’re Stronger Together.

    You’re the kind of person who wants to join a community of forward-thinking people, all personally and professionally invested in Revolut’s mission.

    You thrive in a collaborative space where everyone’s learning from each other, and learning fast. We believe in empowering our Revoluters in their work, giving them autonomy and ownership of what they do.

    We want everyone at Revolut to own their story and their successes - working with us means you’re not just another cog in the machine. The benefits

  • Competitive salary
  • Biannual equity bonuses
  • Roll with a free Revolut Metal subscription
  • Life insurance
  • Private medical care
  • Multisport card
  • Stay refreshed : get juice, tea, coffee and soft drinks on tap
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