Member Services Agent

GoHenry is a UK-based fintech company created by parents to pioneer financial education. We offer a debit card and app for kids and teens and companion apps for the family, with 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 an enthusiastic, clear communicator to be the helpful voice and advocate of our brand. This is an exciting opportunity to join our excellent Member Services Team and help us to achieve our goal of providing the very best in service to our members.

Our Member Services Team is here for our members 8am – 8pm 7 days a week.

Your role will primarily be to provide a consistent, friendly, knowledgeable and overall efficient customer service experience to both the parents and children holding GoHenry accounts.

What you will bring to GoHenry:

• A quick learner with strong technical skills, excellent phone manners, and a high standard of written and verbal English
• A problem solver who can assess a situation, keep calm in a crisis, and identify possible solutions
• Transferable highly organised customer service skills from either a contact centre, financial services, retail, or hospitality environment.
• Comfortable navigating multiple systems whilst verbally explaining and guiding our customers to positive resolutions.
• Ability to be flexible in working as a team player and as an individual within a committed, and busy team environment.

What you will do at GoHenry:

• Be our customers' first point of contact, communicating with them via phone calls, in-app chats, and emails as the core part of your job role.
• Listen and determine the facts, using our systems to decide how best you can help and deliver the right resolution.
• Answer customer queries relating to the financial activity on their accounts, how to use the service, and problem-solve any issues they have.
• Provide our customers with the tools to help themselves by walking them through our App functions.
• Promote our product features to ensure they are getting the best from using GoHenry.

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), & 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
• Performance related reward scheme – we are hot on keeping you incentivised and motivated whilst appreciating you with rewards ranging from £500 to £1,000 based on 6 months' consecutive results.