Overview

We have an exciting opportunity for an experienced and people-focused leader to join us as Head of Success and oversee our UK Member Operations. You\'ll set the strategy for how we deliver service at scale, while creating the environment for a high-performing team to thrive. Through coaching, motivation, and continuous improvement, you\'ll drive both efficiency and excellence in how we support our members. Our Member Operations team are dedicated to delivering an exceptional experience for over 5.6 million members, supporting them throughout their journey with Blue Light Card. They\'re the friendly first point of contact for our community, whether that\'s through LiveChat, social channels, email, or our customer support system.

Responsibilities

• Develop and implement Member Operations strategies aligned with business objectives, ensuring efficient and effective service delivery
• Establish and monitor performance metrics to measure success and identify areas for improvement
• Lead, mentor, and develop a high-performing service function, fostering a positive and collaborative team culture focused on continuous improvement
• Set the strategic direction for the use of Zendesk across Member Operations, ensuring the platform is configured and leveraged effectively to meet business goals
• Identify process improvements through data-driven insights and member feedback, implementing new initiatives to streamline workflows and reduce response times
• Collaborate with other departments, including Marketing, Commercial, and Product, to ensure a cohesive customer experience
• Track and report on financial performance and savings from operational initiatives
• Prior success leading a large, high-performing customer service team within a B2C environment, with a focus on performance, accountability and continuous improvement
• A people-focused mindset to create clarity, set direction, and support development, building a culture where your team can thrive
• Sharp problem-solving skills and use of data to make informed decisions, optimise operations, and resolve complex challenges
• A good understanding of how to scale processes, systems, and teams in a fast-paced, customer-focused environment
• Experience overseeing or influencing the strategic use of customer service platforms (such as Zendesk), with a solid understanding of their capabilities to drive process efficiency, workflow automation, and service excellence

Qualifications

• Experience leading a large, high-performing customer service team within a B2C environment (as above)
• A people-focused mindset to create clarity, set direction, and support development
• Strong analytical and data-driven decision-making skills
• Proven ability to scale processes, systems, and teams in a fast-paced, customer-focused environment
• Experience with customer service platforms (e.g., Zendesk) and understanding their capabilities to drive efficiency and service excellence

What We Offer

• Hybrid working
• 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
• 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
• Group auto-enrolment pension plan
• Enhanced parental leave and absence leave
• Company funded private medical insurance
• Healthcare cashback plan
• Employee assistance programme (including mental health support) and mental health first aiders