Member Services Team Coach Full Time Permanent

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Job Description – Member Services Team Coach Full Time Permanent Contract 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 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 and based in Farnborough, 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 As Team Coach, you will have a strong background in team management in a target driven environment (preferably gained in contact centres), a proven track record of delivering results and a willingness to learn and work as part of a wider leadership team to exceed the businesses goals We are looking for a candidate that is highly organised, comfortable working in a fast-paced environment with change as a constant companion. Training and coaching the team to delight our customers is at the heart of this role.

You are likely to have a minimum of 3 years’ experience in a contact centre environment, and at least one year in a similar coach/leader role. Experience in the financial or banking sector would be an advantage but is not a prerequisite.

The role You will be responsible for leading, coaching and engaging the team to delight our customers while maintaining performance SLAs. This involves balancing quality with quantity and ensuring that our team members are empowered to resolve customer concerns effectively. Together with the Member Services Supervisors, you will be responsible for ensuring that the team understands the importance of their role as brand ambassador.

Areas of responsibility include but are not limited to:              

Ensure we deliver top level customer service to goHenry customers; Support the Operations Manager to achieve outstanding results; Drive continuous performance improvement through effective coaching for all members of the MS Team; Demonstrate our brand values and company ethos by example through live side by side member coaching and delivery of feedback; Define and agree objectives in line with people, commercial and customer targets Own the MS Team Contact NPS and other quality performance indicators; Support the Operations Manager with recruitment & selection; Deliver induction training and manage new team member on-boarding; Contribute to formal performance reviews, identifying strengths of team members and setting agreed coaching goals to improve development areas Develop, discuss, tailor and support written training plans for team members Implement and champion a 'Buddy System’ to support and train new team members Conduct regular quality assurance and contact monitoring checks across all contact channels (phone, email, webchat, social) including contact feedback assessments Ensure both you and the team are up to date with the goHenry product & services and are fully aware of company procedures and policies Work with the Member Services Supervisors on a day to day basis to ensure the whole team is performing with excellence and achieving company set SLAs; Work with the MS Supervisors and the Operations Manager to create a working environment that is engaging and positive

Skills Required:          

Strong people coaching skills A passion for driving performance in target-orientated environment The ability to challenge team members to deliver against business objectives whilst ensuring compliance and customer focus. Excellent communication skills both for working with team members and liaising with colleagues Confidence, patience, politeness, tact and diplomacy when dealing with difficult situations Confident to work independently and take decisions The ability to work under pressure and to cope in an environment with almost constant change Strong organisational skills Creativity and problem solving skills Competence when using MS Office; Excel, Word, Powerpoint and other software programmes

Benefits   

Holiday – 25 days per annum Contributory Pension Perkbox.com