Overview

We have an exciting opportunity for an experienced and people-focused leader to join us as Head of Success and oversee our UK Member Operations. 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.

Responsibilities

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

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

Qualifications

Experience leading a large, high-performing customer service team within a B2C environment (as above)

A people-focused mindset to create clarity, set direction, and support development

Strong analytical and data-driven decision-making skills

Proven ability to scale processes, systems, and teams in a fast-paced, customer-focused environment

Experience with customer service platforms (e.g., Zendesk) and understanding their capabilities to drive efficiency and service excellence

What We Offer

Hybrid working

Free parking and EV charging onsite at HQ

25 days annual leave plus an additional day off for your birthday, and a buy and sell holiday scheme of up to 5 days

A company bonus scheme

Your own Blue Light Card and exclusive access to thousands of discounts

Great social events e.g., festive party, summer party, team socials, sports matches

Regular company-wide recognition events e.g., Monthly Light\''s Up and The Shine Awards

Relaxed 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 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) and mental health first aiders

#J-18808-Ljbffr