Join to apply for the Customer Operations Manager role at Blue Light Card

Join to apply for the Customer Operations Manager role at Blue Light Card

Blue Light Card. Individually great, together unstoppable

The Role and the Team

We have an exciting opportunity for an experienced Customer Operations Manager to join our Member Operations team on a 6 month fixed-term contract, with the possibility of going perm. In this role you’ll lead and develop a high-performing team of advisors, championing a brilliant member experience while continuously evolving people practices, processes, and ways of working to drive performance and impact.

We have over 5.5 million members today, and our Member Ops team support our members through LiveChat, social channels, e-mail and our customer relationship management system.

What You’ll Do

• Motivate and nurture a high-performing team of advisors, helping them to achieve their performance and development targets through coaching and support
• Build on strong existing people practices, like regular 1:1s and development planning, to support growth, engagement and performance, while guiding the team through change and evolving ways of working
• Instil a customer-centric culture, keeping the team focussed on helping our members quickly and completely
• Ensure our members are happy and satisfied, handling the most difficult queries directly, then building team knowledge around complex issues
• Review and redesign processes alongside the member success function, to improve service and efficiently handle all contact, using data to identify trends, understand performance gaps, and drive operational improvements
  
  
  

• High-volume, in-bound contact centre experience, with an excellent understanding of customer service fundamentals and best practices, ensuring a high standard of service
• Proven people management experience, with a strong grasp of best practices like coaching, development planning, and performance management to enable individual and team success
• Strong leadership and communication skills, with the ability to engage, inspire, and support teams through change
• Confidence handling complex member issues (such as complaints or fraud), with a calm, solutions-focused approach and sound judgement
• Proven experience in end-to-end project delivery, guiding teams through periods of change
• Strong analytical skills and a data-informed approach to identify trends, gaps, and opportunities for improvement
• Experience using Zendesk or a similar customer support system would be preferable
  
  
  

• Hybrid working and flexible hours
• Free parking and EV charging onsite at HQ
• 25 days annual leave plus an additional day off for your birthday, and a buy and sell holiday scheme of up to 5 days
• A company bonus scheme
• Your own Blue Light Card and exclusive access to thousands of discounts
• Generous funded BUPA medical insurance covering pre-existing conditions
• Group auto-enrolment pension plan
• Enhanced parental leave and absence leave
• Healthcare cashback plan
• Employee assistance programme (including mental health support) and mental health first aiders
• Great social events e.g., festive party, summer party, team socials, sports matches
• Regular company-wide recognition events e.g. monthly Light’s Up and the Shine awards
• Relaxed dress code and modern office space (games area, chill-out areas, book club, free drinks/snacks)
• Onsite gym at HQ (including access to free HIIT & stretch classes)
• Strong learning and development culture
  
  
  

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Management and Manufacturing

• Industries

  Software Development

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