Head of Customer Operations, Blue Light Card
Plus a company bonus scheme
Scaling tech business offering market leading benefits
Posted today
Scaling tech business offering market leading benefits
201-500 employees
Posted today
Plus a company bonus scheme
201-500 employees
Company mission
To become the destination of choice for the Blue Light community, by providing access to unrivalled savings and unique member experiences via our mobile app and website.
Role
Who you are
- Prior success leading a large, high-performing customer service or customer operations 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
What the job involves
- We have an exciting opportunity for an experienced and people-focussed leader to join us as Head of Member Operations and oversee our UK Member Operations team.
- 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
- 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
Our take
Many essential workers, like those in the NHS and emergency services, often face financial strain due to the demanding nature of their jobs. Their tireless efforts leave little time for personal pursuits, and their salaries might not always reflect the sacrifices they make.
To tackle this problem, Blue Light Card has established partnerships with nearly 15,000 retailers, offering a wide array of savings and benefits that are not typically accessible to the general public. Through its discount card, members gain access to discounts both online and in various high street establishments, including retailers, restaurants, and cinemas across the UK.
With millions of registered members and a growing network of partner retailers, Blue Light Card is well-positioned to enhance its offerings and continue advocating for the recognition and appreciation of the dedicated individuals who serve society's most critical needs.
Steph
Company Specialist at Welcome to the Jungle
Meet the team
8 people
Abi Munroe, Commercial Content Executive
Insights
Company
Company benefits
- Blue Light Card HQ: A great open-plan office space which includes free onsite parking, EV charging points, gym, kitchen areas, table tennis, pool table, TV and video games and free onsite refreshments & snacks
- Hybrid working: We promote hybrid working for all colleagues dependent on your role requirements. Flexible start and finish times are considered on an individual basis
- Annual leave: We offer an annual leave allowance of 25 days, plus the UK bank holidays. On top of this, everyone is entitled to an additional day off for their birthday, and a buy/sell holiday scheme
- Get involved: Colleagues can join our Culture Club which meets regularly to discuss and arrange events. There's also regular surveys so you can provide anonymous feedback on your experience. And yes, we do listen!
- Company bonus scheme: Every colleague is eligible to participate in our annual company bonus scheme. The scheme is based on overall company performance
- Group pension plan: We operate an auto-enrolment pension scheme which is facilitated by Aviva
- Your own Blue Light Card: You'll have exclusive access to your very own Blue Light Card, accessing thousands of discounts on the brands you love, both online and on the high street
- Life assurance: A benefit that we don't ever want to have to rely on, but having it gives peace of mind should the worst happen. All our colleagues are eligible for 4 x salary life assurance cover
- Sick pay: Company sick pay is payable from the first day of your sickness absence and is equal to your full basic salary if you have up to 4 weeks off sick
- Enhanced parental leave & time off for dependents: All colleagues are entitled to up to 52 weeks' maternity leave and 2 weeks paternity leave. We also offer up to 5 days paid leave for those last minute dependent related emergencies
- Gym: The physical and mental health of our colleagues is vital, so we have a state-of-the-art gym, with shower and changing facilities (of course) and we run free HIIT and stretch classes each week
- Mental wellbeing: We deliver mental health awareness sessions and training for mental health first aiders. We run activities for Mental Health Awareness Week, such as on-site massage therapy and give hints and tips on how to look after your mental wellbeing
- Company funded private medical insurance: Following the successful completion of your probationary period, you'll be eligible to join the company's private medical insurance scheme facilitated by BUPA
- Colleague assistance programme: Whatever's on your mind, whenever you need help, you can turn to the Legal & General colleague assistance programme which will be ready to provide confidential support 24/7
- Health cash plan: Get money back on the cost of everyday medical expenses. You'll receive an annual limit to claim back on expenditure such as the opticians, dental treatments, physiotherapy, prescription charges and much more
Leadership
Alidad Moghaddam
(CEO)Alidad Moghaddam is a London-based tech CEO, VC & PE Operating Advisor, Board Member, and Investor. Their career spans start-ups, scale-ups, growth companies and large global enterprises.
Diversity, Equity & Inclusion at Blue Light Card
- Blue Light Card is an equal opportunities employer, committed to building an inclusive culture where everyone feels welcomed and supported. We embrace uniqueness and understand that our diverse, values-driven culture makes us stronger. We’re proud to have an inclusive environment that will foster your development no matter your gender, civil status, family status, sexual orientation, religion, age, disability, education level or race.
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