Job Description
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 permanent. 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 support over 5.5 million members today through various channels including LiveChat, social media, email, and our CRM system.
What You’ll Do
* Motivate and nurture a high-performing team of advisors, helping them achieve their targets through coaching and support.
* Build on existing people practices like regular 1:1s and development planning to support growth, engagement, and performance, guiding the team through change.
* Instil a customer-centric culture, focusing on helping members quickly and completely.
* Handle complex member queries directly and build team knowledge around these issues.
* Review and redesign processes with the member success team to improve service, using data to identify trends and drive operational improvements.
What You’ll Bring
* Experience in high-volume inbound contact centre environments with excellent customer service fundamentals.
* Proven people management experience, including coaching, development planning, and performance management.
* Strong leadership and communication skills to engage and support teams through change.
* Confidence in handling complex issues such as complaints or fraud with a solutions-focused approach.
* Experience in project delivery and guiding teams through change.
* Strong analytical skills and a data-informed approach to identify opportunities for improvement.
* Experience with Zendesk or similar customer support systems is preferred.
Our Culture
Our mission is simple – make heroes happy. We focus on our members, the real-life heroes, by delivering exceptional experiences, discounts, and service. We value ownership, speed, and collaboration, and are committed to diversity and inclusion. We promote hybrid working, with a preference for in-office presence at our Leicestershire or London offices.
What to Expect
Start date: 1st September. The process includes a phone screening and two-stage interviews during the weeks of 18th and 25th August. The application deadline is 18th August.
What We Offer
* Hybrid working and flexible hours
* Free parking and EV charging at HQ
* 25 days annual leave plus birthday day off, buy/sell holiday scheme
* Company bonus scheme
* Blue Light Card with discounts
* Funded BUPA medical insurance
* Auto-enrolment pension plan
* Enhanced parental and absence leave
* Healthcare cashback, employee assistance, and mental health support
* Social events and recognition programs
* Relaxed dress code and modern office amenities
* Onsite gym with free classes
Status: hybrid, location in Leicester or London.
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