About
Blue Light Card. Individually great, together unstoppable
The Role and the Team
We have an exciting opportunity for an experienced Head of Success to join us and oversee our UK Member Operations and Experience teams. You’ll lead high-performing teams while playing a key role in optimising customer service platforms, enhancing operational excellence, and protecting our members from fraud.
Our Member Services team are dedicated to delivering an exceptional experience for our 5.4 million+ members, supporting them throughout their journey with the Blue Light Card community.
What You’ll Do
* Develop and implement Member Operations strategies aligned with business objectives, ensuring efficient and effective service delivery
* Utilise your expertise in fraud operations to establish robust detection and prevention mechanisms, protecting both the organisation and our members
* Establish and monitor performance metrics to measure success and identify areas for improvement
* Lead, mentor, and develop the member operations and member experience teams, fostering a positive and collaborative team culture focused on continuous improvement
* Be the subject matter expert for Zendesk, overseeing its administration, process design, integration, and ongoing management
* 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
What You’ll Bring
* Prior success managing large teams within a contact centre, driving performance metrics in a B2C environment, ideally within the tech industry
* Proven experience in the Financial Services sector, with a strong focus on fraud prevention and detection
* Zendesk subject matter expertise, or high competency in a similar customer service system
* Emotional intelligence and empathy, fostering an inclusive and supportive team environment
* Ability to scale teams and departments, nurturing talent, building scalable processes, and supporting sustainable growth in a fast-paced environment
* Strong analytical and critical thinking skills, with a proactive approach to problem-solving
Our Culture
Our mission is simple – make heroes happy. Our members are the real-life heroes who keep us all safe, cared for, and thriving. We focus on their happiness to create amazing experiences, deliver unrivalled discounts, innovative products, and world-class service.
We seek smarter, bolder ways to deliver impact, taking ownership, moving fast, and working collaboratively to build something special.
We are committed to diversity and inclusion, believing that different perspectives help us grow, innovate, and better serve our communities.
We promote hybrid working and value in-person collaboration at our offices in Leicestershire or London, depending on the role and team. We aim to be flexible but cannot offer fully remote work.
What We Offer
* Hybrid working and flexible hours
* 35-hour work week
* Free parking and EV charging onsite at HQ
* 25 days annual leave plus an extra day for your birthday, with a buy/sell holiday scheme
* Company bonus scheme
* Your own Blue Light Card with discounts
* Social events and recognition programs
* Relaxed dress code, modern office amenities, onsite gym, and wellness programs
* Learning and development opportunities
* Pension, private medical insurance, healthcare cashback, and mental health support
Remote Status
Hybrid
Location
Charnwood Edge Business Park, Cossington, Leicester, LE7 4UZ, UK
Languages
* English
Seniority level
Director
Employment type
Full-time
Job function
Other
Industries
Technology, Information and Internet
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