Customer Support Team Manager - Member Services

Customer Support Team Manager

GoHenry is the money app giving kids a head start in life as they learn to earn, save, spend and invest – all with parental oversight. Having pioneered a new category in financial education when it launched in 2012, over 2.3 million kids have now learnt money skills with GoHenry.

With the ultimate goal of making every kid smart with money, GoHenry believes the best way to learn is to get hands-on experience with money.

We are looking for a Customer Support Team Manager to join our mission, working from our Member Services team. You’ll be responsible for educating the next generation, ensuring their families invest for tomorrow, and mobilising their village to reach shared money goals.

• This role is 100% office-based, located at our headquarters in Farnborough.
• Our Member Services Team is here for our members 8am – 8pm, 7 days a week. For this role, the core schedule will be Monday to Friday, with working hours agreed, with the understanding that you are supporting a team that works across broader hours and that you will need to be flexible with your schedule. 

What you will do at GoHenry:

• 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  
• Keeping fully informed of all updates on GoHenry 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 you will bring to GoHenry:

• 2 to 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’s in it for you?

All the essentials you would expect, including a workplace pension plan, 31 days of holiday (including all but 2 public holidays), and great company events!

Plus:

• Additional Birthday Day off
• Excellent Induction & onboarding program with ongoing learning & development throughout your career
• 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
• 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

We’re proud to say
Our work to empower the next generation has been recognised dozens of times since 2012. Most recently:

• Our Money Missions were named ‘Best Financial Education Journey’ in the 11:FS Pulse 2026 annual report
• We won Finder’s ‘Best Kids' Card Provider’ in 2025
• We won City AM Dragon Awards ‘Leadership in Financial Literacy’ award in 2024
• We were named in the Top 100 Most Loved Workplaces in the UK in 2023
• We won the Tech for Good award at the Better Society Awards 2023
• GoHenry kids have donated over £770,000 of their own money to NSPCC via their GoHenry accounts

But we want to go much further, 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.


The personal information we collect from you throughout the selection process will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by visiting https://www.cifas.org.uk/fpn and/ or sending an email to [email protected]