Customer Operations Manager, Blue Light Card
+ A company bonus scheme
More information about location
Discounts and benefits for emergency service and NHS workers
Job no longer available
Discounts and benefits for emergency service and NHS workers
101-200 employees
Job no longer available
+ A company bonus scheme
More information about location
101-200 employees
Company mission
To become to destination of choice for the Blue Light community, by providing access to unrivalled savings and unique member experiences.
Role
Who you are
- Contact centre or high-volume inbound experience from within a hypergrowth or start-up business, with an excellent understanding of customer service fundamentals and best practices, ensuring a high standard of service
- Emotional intelligence and prior people management experience to effectively lead, support, and manage a team of advisors
- Expertise in scaling operations, with strong problem-solving and critical thinking skills, to navigate complex challenges
- Proven experience in end-to-end project delivery, guiding teams through periods of change
- Excellent leadership, communication, and interpersonal skills to guide and motivate a team
- Strong analytical skills and a data-informed approach to identify trends, gaps, and opportunities for improvement
- Specialist experience of inbound channels such as socials, complaints or financial services would be desirable
- Experience using Zendesk would be preferable
What the job involves
- We have an exciting opportunity for an experienced Customer Operations Manager to join our Member Services team to manage a team of advisors to provide the best experience for our members, and delivering on projects such as building processes that scale and are fit for purpose
- Motivate and nurture a high-performing team of advisors, helping them to achieve their performance and development targets through coaching and support
- Instil a customer-centric culture, keeping the team focussed on helping our members quickly and completely
- Ensure our members are happy and satisfied, handling the most difficult queries directly, then building team knowledge around complex issues
- Review 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 improvements
- Manage all business changes within the team
- Develop and manage strategic partnerships internally and with external third parties
- 35 hour working week
Salary benchmarks
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
Insights
Few candidates hear
back within 2 weeks
Company
Company benefits
- 25 days annual leave plus public holidays
- Buy and sell holiday scheme
- Hybrid working
- Additional day off for your birthday
- Great social events e.g. Christmas party, family fun day, summer party
- Modern office space (games area, book club, free drinks/snacks)
- Free onsite parking
- Company bonus scheme
- Group pension plan
- Life assurance (4 x salary)
- Competitive salaries inclusive of the "Blue Light Card Living Wage"
- Enhanced maternity, paternity, sick pay
- Colleague referral scheme
- Learning & development opportunities
- Blue Light Card annual "Shining Star Awards"
- Private medical insurance
- Health cash plan
- Colleague assistance programme
- Mental health first aiders & awareness sessions
- Onsite gym (free HIIT & stretch classes)
- 5-a-side football
Articles
Leadership
Tom Dalby
(Co-Founder)Began their career as an Assistant Manager at Enterprise Rent-A-Car before becoming the Head of Defence Discount Services at Defence Discount Service. They currently serve as a Non-Executive Director at Blue Light Card and as a Trustee at the Blue Light Card Foundation.
Stephen Denny
(Co-Founder)Previously worked at Defence Discount Service for over ten years, during their time there they served as the COO, CTO, and CSO. They are now a Non-Executive Director at Blue Light Card and the Chairman of the Blue Light Card Foundation.
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.
Share this job
View 3 more jobs at Blue Light Card