Customer Service Team Manager

We are 100% Office-based in our Farnborough office. This is a permanent full-time role (37.5 hours a week) with a focus on managing the team who looks after our US customers. Core hours will be Monday-Friday 11.30 am-8 pm but flexibility will be required to ensure the best level of service is provided to our GoHenry members. What you'll do:

• Supporting the Head of Customer Services 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; maintaining cyclical performance reviews and setting SMART objectives
• Keep clear and necessary records of performance-related discussions, providing comprehensive evidence, and lead any performance management processes as needed
• Team recruitment including clear and detailed evaluation of candidates. Action escalated member complaints ensuring details are captured accurately and managed within our target SLAs
• Keep fully informed of all updates on GoHenry products and services, ensuring clear communication and all training is delivered to ready the team for customer queries
• Improving current processes, defining new ones, and ensuring best practices are adopted by the teams
  
  We're looking for an experienced Team Manager to take on this exciting opportunity to continue building an excellent Customer Service Team & achieving our goal of providing the very best in service to our members in the UK & US. The successful candidate will need to be highly organised & comfortable working in a fast-paced environment with change as a constant companion, whilst putting the customer at the core of what they do., 2+ years experience as a Manager in a target-orientated contact centre environment, ideally for a financial product or service, owning performance management and disciplinary processes
• A Customer First approach and experience acting as an escalation point for complaints, or other complex customer issues
• Experience in recruiting the best candidates for a contact centre team ensuring resources are placed where contact volumes dictateStrong problem-solving, organisational, and communication skills allowing the ability to make independent decisions to ensure the best outcome for the organisation and the customer
• Ability to provide constructive feedback, and develop a culture of continuous improvement with confidence, patience and diplomacy when dealing with difficult situations
• Confident in using standard IT packages and confidence in learning and using other software
  
  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 members across 5 countries. GoHenry offers 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 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, & give with GoHenry's prepaid debit card & 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 & 2023.
• We won the Tech for Good award at the Better Society Awards 2023
• Our kids & parents have donated over £500,000 of their own money to NSPCC via their GoHenry accounts
But we're still growing, & that's why we need you. GoHenry is an equal-opportunity employer, & 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. Want to join our mission? If GoHenry sounds like a place you'd like to be, please apply using the link below.

A starting salary of £36,200 with the opportunity to grow. All the essentials you would expect including a workplace pension plan, 31 days of holiday (including all but 2 public holidays), & great company events local & abroad! We also provide:
• Your Birthday Day off
• 5 days annual leave carry-over
• An excellent Induction & onboarding program with ongoing learning & development throughout your career
• Family-friendly leave policies
• A choice between Bupa Health Cash Plan or Bupa Private Medical
• Flu Jab
• Death in service - 4x your annual salary from month 1
• Physical and Mental Wellbeing support and platforms for you and your family
• 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 good with money. Our goal? Create generations of independent, confident young adults, armed with money skills that will set them up for life.