Customer Service Supervisor

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 are looking for a confident and customer-orientated Customer Services Supervisor to join our team. We are 100% Office-based in our Farnborough office. This is a permanent full-time role. Shifts will be Tues 11-7, Weds 9-5, Thurs 10-6, Fri 7.30-3.30 & Sat 12-8 (with flex). Flexibility will be required to work different hours as and when needed by the successful candidate to ensure the best level of service is provided to our Member Services (MS) team and to our GoHenry members.

We appreciate people have lives to live outside of work and so we want to help you wherever we can. For example, if you have a school run to do or you have classes yourself, we can look to amend a shift slightly to support life better! 

What you’ll do: 

• Supporting the MS Team Managers to ensure the team is providing excellent customer service to GoHenry members and that we are meeting our department SLAs 
• Be fully aware of contact volumes and resources available to ensure the team is working effectively throughout the day to deal with the workload 
• Identifying potential issues and communicating them with the MS management team
• Manage, capture, and resolve customer escalations and complaints from the MS Team effectively
• Actively monitor timekeeping and task adherence across the team, providing immediate feedback to individuals and highlighting persistent concerns to the management team 
• Be visible and available by walking the floor 
• Conduct a concise up-to-date handover at the end of each shift to the incoming supervisor/team
• Work collaboratively with the Quality & Training team to support the onboarding of new team members with training and advice on best practices and query solutions
• Supporting the management team to maintain a happy and motivated team 

Who we’re looking for: 

• Proven experience in supervising a team, ideally in a contact centre environment
• An effective communicator who uses diplomacy and sensitivity with a high standard of written and verbal English 
• Able to be assertive in providing constructive feedback and in your decision-making, ensuring the business needs are prioritised 
• Ability to keep calm in a crisis and be highly organised, set priorities, and flex these when needed 

What’s in it for you: 

A starting salary of £27040 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
• 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. 

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 & 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. 

Want to join our mission? 

If GoHenry sounds like a place you’d like to be, please apply using the link below.