Member Services Team Manager

📍100% Office-Based (Farnborough)

Member Services Team Manager | GoHenry

GoHenry is a UK-based fintech company created by parents to pioneer financial education. More recently, GoHenry moved into Europe and the US by joining forces with French fintech company PixPay and US investing app, Acorns. Together, Acorns, PixPay, and GoHenry have over 6 million customers across 5 countries.

GoHenry (UK) and Acorns Early (US) offer a debit card and app for kids and teens and companion apps for the family, with in-app tools for sending money, automating allowance, managing chores, setting savings goals, giving to charity, and in-app financial education lessons where kids can watch videos, take quizzes, and earn points & badges. This is all designed to help kids and teens build good money habits that will last a lifetime.

We are looking for an experienced Team Manager to take on this exciting opportunity to continue delivering an excellent Member Services Team and achieving our goal of providing the very best in service to our customers, both in the UK and the US.

The successful candidate will need to be highly organised and comfortable working in a fast-paced environment with change as a constant companion, whilst putting the customer at the core of what they do. Our Member Services Team is here for our customers 8 am to 1 am, 7 days per week, so the need for some flexibility in working hours will need to be understood by any successful candidate.

Responsibilities

• Support the Head of Customer Support to deliver outstanding service to our customers and achieve outstanding results by meeting our department SLAs
• Oversee all aspects of the contact centre’s daily operations, identifying potential issues, gathering evidence, and communicating with the relevant stakeholders in the business
• Work with the Resource Planning Manager to ensure we maintain sufficient staffing at all times
• Provide leadership, development, and management of Supervisors and Agents; maintain cyclical performance reviews and set SMART objectives
• Keeping clear and necessary records of performance-related discussions, providing comprehensive evidence, and leading on any performance management processes as needed
• Team recruitment, including a clear and detailed evaluation of candidates
• Dealing with any escalated customer complaints, ensuring all complaints are captured accurately and managed within our target SLAs
• Keep fully informed of all updates on GoHenry and Acorns Early products and services, with clear communication and/or training delivered to ready the team for customer queries
• Improving current processes and defining new ones, ensuring best practice is adopted by the team
• Maintaining a happy and motivated team and making GoHenry a great place to work
• What we’re looking for
• You tick each of our Customer Support Team Manager must-haves:
• 2-3+ years of experience as a people manager in a contact centre environment, ideally for a financial product or service
• A Customer First approach
• Experience acting as an escalation point for complaints or other complex customer issues
• Ability to make decisions independently, ensuring the best outcome for the organisation and the customer
• A passion for driving performance and delivery in a target-oriented environment
• Strong problem-solving, organisational, and communication skills
• Ability to work under pressure and embrace an environment of constant change
• Ability to provide constructive feedback and develop a culture of continuous improvement
• Confidence, patience, tact, and diplomacy when dealing with difficult situations
• Competence when using standard IT packages and confidence in learning and using other software
• As a person, you are a self-starter who is motivated to kick-start your own projects, welcome challenges, seek feedback from others, ask “How can I help?” and then “How can we make this better?”, show perseverance on long-term goals, and will generally go above and beyond in your work.

What We’Re Offering

All the essentials you would expect, including a workplace pension plan, 31 days of holiday (including 6 out of 8 public holidays), & great company events local & abroad!

• Workplace Pension Scheme

• Your birthday day off
• An excellent Induction & onboarding program with ongoing learning & development throughout your career
• A choice between the Bupa Health Cash Plan or Bupa Private Medical
• Death in service – 4x your annual salary from month 1
• Physical and Mental Wellbeing support and platforms for you and your family

• Family-Friendly Leave Policies

• Enhanced maternity leave – 20 weeks full basic pay after 2 years’ service and 26 weeks full basic pay after 3 years’ service
• Paternity leave – 4 weeks full pay after probation

• Salary Sacrifice Options

About Gohenry

We’re on a mission to help every kid be smart with money. Our goal? Create generations of independent, confident young adults, armed with money skills that will set them up for life.

How We Do It:

We place the power in the hands of young people, giving them the tools they need to master the financial ropes for themselves. They can spend, save, earn, and give with GoHenry’s prepaid debit card and app – because learning through doing really works (and it’s more fun!). All while our unique built-in controls give parents total peace of mind.

• We’re proud to say...
• We ranked #38 in Newsweek's Top 100 Most Loved Workplaces in the UK in 2023
• We’re one of Tech Track’s top 50 fastest-growing UK companies.
• We won Finders Kid’s Cards Customer Satisfaction Awards in 2022 and 2023.
• We won the Tech for Good award at the Better Society Awards 2023

Our kids and parents have donated over £500,000 of their own money to NSPCC via their GoHenry accounts

But we’re still growing, and that’s why we need you.

GoHenry is an equal-opportunity employer, and we’re on a mission to foster a diverse & inclusive workplace. Individuals seeking employment at GoHenry are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.