Overview
Head of Success role at Blue Light Card. You will oversee UK Member Operations, set the strategy for delivering service at scale, and create an environment for a high-performing team to thrive. Through coaching, motivation, and continuous improvement, you’ll drive efficiency and excellence in how we support our members.
Our Member Operations team delivers an exceptional experience for over 5.6 million members, serving as the friendly first point of contact via LiveChat, social channels, email, or our customer support system.
What You’ll Do
* 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
What You’ll Bring
* 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
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 value smart, bold ways to deliver real impact, take ownership, move fast, and work shoulder to shoulder to build something special. We’re committed to building a diverse and inclusive team where everyone belongs, as different perspectives help us grow and innovate.
We promote hybrid working and value in-person collaboration, with offices in Leicestershire or London, Holborn. The frequency and location vary by role and team; we aim to be flexible, but fully remote work isn’t available.
What We Offer
* Hybrid working
* Free parking and EV charging onsite at HQ
* 25 days annual leave plus an extra day off for your birthday, plus a buy and sell holiday scheme of up to 5 days
* A company bonus scheme
* Your own Blue Light Card with exclusive discounts
* Great social events and regular recognition programs
* Relaxed dress code and modern office space with amenities
* Onsite gym at HQ with free HIIT and 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
Seniority level
* Director
Employment type
* Full-time
Job function
* Other
* Industries: Software Development
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