Member Services Senior Supervisor
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Overview

Are you interested in working within the fast-emerging Fintech sector? goHenry Ltd provides a digital pocket money service for parents with children and our mission is to help the next generation of children be good with money. We enable hundreds of thousands of families to handle their pocket money online via our website and mobile app in both the UK and the US. Parents can make automated weekly pocket money payments, set tasks for their children and invite relatives to be part of their child’s financial education. The children can earn, save and spend within the limits set by the parent on the account. Our goHenry Member Services Team is available to our members from 8am – 10pm, 7 days a week so the need for flexibility in working hours will need to be understood by any successful candidate. Reporting to the Operations Manager, we offer this role at a massively exciting time for goHenry where we have recently launched our US operation and are set to increase our already fast paced growth. In the past 12 months the size of our Member Services Team has doubled to approx. 38 people (22 full time equivalents).

The Candidate

We are looking for a candidate already experienced in supervising a team of 20+, highly organised, comfortable working in a fast-paced environment with change as a constant companion! Experience in the financial or banking sector would be an advantage.

Areas of responsibility (but not limited to):

We are looking for a candidate already experienced in supervising a team of 20+, highly organised, comfortable working in a fast-paced environment with change as a constant companion! Experience in the financial or banking sector would be an advantage.

• Ensuring we deliver top level customer service to goHenry customers

• Supporting the Operations Manager to achieve outstanding results;

• Working with the Member Services Coach/Trainer on a day to day basis to ensure the whole team is performing with excellence and achieving company set SLAs;

• Improving current procedures, processes & standards for goHenry;

• Day to day management of the Member Services (MS) Team including:

  • Delivery of departmental target SLAs, taking action to improve where necessary
  • Ensuring workload is assigned and managed according to the business needs by creating and maintaining staffing rotas and daily tasks, monitoring all contact channel queues, reviewing forecast volumes with the Operations Manager and taking action as required
  • Managing and scheduling lunch and breaks, holidays, absence and training
  • Ensuring both you and the team are up to date with the goHenry product & services and are fully aware of company procedures and policies
  • Ensuring a concise handover is conducted at the end of each shift to the incoming supervisor/team including current status re workload, backlogs and issues
  • Dealing with customer query escalations & complaints (product escalations should be passed to the MS Product Specialist or the Ops Admin Team for investigation and resolution), escalating to the Operations Manager where necessary
    • Skills Required

      • Confident to work independently and take decisions

      • Strong communication skills both for dealing with staff, other departments and goHenry members

      • Confidence, patience, politeness, tact and diplomacy when dealing with difficult situations

      • Strong people management skills

      • Strong organisational skills

      • Competence when using standard IT packages – Advanced Excel skills required

      • Problem solving skills

      • Creativity

      • The ability to work under pressure and to cope in an environment with almost constant change

      Salary & Benefits

      • Salary - £25,000 per annum

      • Holiday – 25 days per annum

      • Contributory Pension

      • Perkbox.com



      To apply, please send in your CV to working@gohenry.co.uk