Overview
GoHenry is a UK-based fintech company created by parents to pioneer financial education. GoHenry has expanded into Europe and the US in partnership with PixPay and Acorns. Together, Acorns, PixPay, and GoHenry serve over 6 million customers across 5 countries.
Role: Member Services Team Manager
Location: Farnborough, United Kingdom (office-based)
Working Hours
The Member Services Team serves customers from 8:00am to 1:00am, 7 days a week. Core schedule: Monday to Friday with the following typical hours:
* 3 days per week: 1:30pm – 10:00pm
* 2 days per week: 11:30am – 8:00pm
We’re happy to discuss flexible working arrangements where possible.
Responsibilities
* Support the Head of Customer Support to deliver outstanding service and meet department SLAs.
* Oversee daily contact centre operations, identify issues, gather evidence, and communicate with stakeholders.
* Collaborate with the Resource Planning Manager to maintain adequate staffing levels.
* Provide leadership, development, and management of Supervisors and Agents; conduct performance reviews and set SMART objectives.
* Maintain records of performance discussions, provide evidence, and lead performance management processes as needed.
* Lead recruitment and evaluate candidates clearly and thoroughly.
* Handle escalated customer complaints, ensuring they are captured and resolved within SLAs.
* Stay informed on GoHenry and Acorns Early products/services and train the team to handle related queries.
* Improve existing processes and define new ones to ensure best practices.
* Maintain a happy, motivated team and foster a positive workplace culture.
What We’re Looking For
* 2-3+ years of experience as a people manager in a contact centre, ideally for a financial product or service
* Customer-first mindset
* Experience acting as an escalation point for complex customer issues
* Ability to make independent decisions for the best outcome for the organisation and the customer
* Passion for driving performance in a target-oriented environment
* Strong problem-solving, organisational, and communication skills
* Ability to work under pressure and adapt to change
* Ability to provide constructive feedback and foster continuous improvement
* Diplomacy when dealing with difficult situations
* Competence with standard IT packages and willingness to learn new software
* Self-starter with initiative, resilience, and a collaborative mindset
What We’re Offering
* Workplace pension scheme
* Your birthday off
* Induction and ongoing learning & development
* Choice of Bupa Health Cash Plan or Bupa Private Medical
* Death in service – 4x annual salary from month 1
* Wellbeing support for you and your family
* Family-friendly leave policies
* Enhanced maternity and paternity leave options
* Salary sacrifice options
About GoHenry
We’re on a mission to help every kid be smart with money. Our goal is to create generations of independent, confident young adults with money skills for life. We offer a debit card and app for kids and teens, with family tools and parental controls.
We’re proud to be recognized for our culture and impact, and we’re committed to fostering a diverse and inclusive workplace. GoHenry is an equal-opportunity employer, and we consider applicants without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, disability, military status, or any other protected characteristic.
Equality & Inclusion
GoHenry is an equal-opportunity employer dedicated to fostering a diverse and inclusive workplace.
Note: This description reflects GoHenry’s current hiring needs and may be subject to change. No external job postings or trackers included in this refined version.
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