Job Title

Blue Light Card. Individually great, together unstoppable The Role and the TeamWe 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 youll 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 Youll Do Motivate and nurture a high-performing team of advisors, helping them to achieve their performance and development targets through coaching and supportBuild 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 workingInstil a customer-centric culture, keeping the team focussed on helping our members quickly and completelyEnsure our members are happy and satisfied, handling the most difficult queries directly, then building team knowledge around complex issuesReview 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 improvementsWhat Youll Bring High-volume, in-bound contact centre experience, with an excellent understanding of customer service fundamentals and best practices, ensuring a high standard of serviceProven people management experience, with a strong grasp of best practices like coaching, development planning, and performance management to enable individual and team successStrong leadership and communication skills, with the ability to engage, inspire, and support teams through changeConfidence handling complex member issues (such as complaints or fraud), with a calm, solutions-focused approach and sound judgementProven experience in end-to-end project delivery, guiding teams through periods of changeStrong analytical skills and a data-informed approach to identify trends, gaps, and opportunities for improvementExperience using Zendesk or a similar customer support system would be preferableOur CultureOur mission is simple make heroes happy. Our members are the real-life heroes who keep us all safe, cared for, and thriving. Its what gets us up in the morning and pushes us to go further, think bigger, and create something that truly matters. By focusing on their happiness, we create amazing experiences, deliver unrivalled discounts, innovative products, and world-class service.We dont just follow the usual path - we look for smarter, bolder ways to deliver real impact. We take ownership, move fast, and work shoulder to shoulder to build something special. Were committed to building a diverse and inclusive team where everyone feels they belong. Different perspectives and experiences help us grow, innovate, and better reflect the communities we serve.We promote hybrid working, and value in-person collaboration so encourage time in our offices, where you can make the most of our fully stocked snack drawers either the HQ in Leicestershire, or London, Holborn office. The frequency and office location will vary depending on the role and team. We aim to be flexible, but we arent able to offer fully remote working.What to ExpectWere aiming for a start date of 1st September. The process will include a phone screening, followed by a two-stage interview process, which will take place during the weeks commencing 18th and 25th August.The closing date for applications is Monday 18th August.What We OfferHybrid working and flexible hoursFree parking and EV charging onsite at HQ25 days annual leave plus an additional day off for your birthday, and a buy and sell holiday scheme of up to 5 daysA company bonus schemeYour own Blue Light Card and exclusive access to thousands of discountsGenerous funded BUPA medical insurance covering pre-existing conditionsGroup auto-enrolment pension planEnhanced parental leave and absence leaveHealthcare cashback planEmployee assistance programme (including mental health support) and mental health first aidersGreat social events e.g., festive party, summer party, team socials, sports matchesRegular company-wide recognition events e.g. monthly Lights Up and the Shine awardsRelaxed 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#LI-HybridRemote Status: hybridLocation 1Charnwood Edge Business ParkCossingtonLeicesterLE7 4UZUnited KingdomLocation 2 (if applicable)