Customer Operations Manager

13 hours ago

London LE UZ Hybrid, United Kingdom Blue Light Card Full time
Blue Light Card.

The information below covers the role requirements, expected candidate experience, and accompanying qualifications.

Individually great, together unstoppable The Role and the TeamWe 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.

We do the right thing, challenge the status quo, deliver on our promises, bring out the best in each other and treat others how we wish to be treated.

If this resonates with you then we encourage you to apply to join our team at Blue Light Card and contribute to our mission.What You’ll Do Motivate and nurture a high-performing team of advisors, helping them to achieve their performance and development targets through coaching and supportInstil 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 improvementsManage all business changes within the teamDevelop and manage strategic partnerships internally and with external third partiesWhat You’ll Bring 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 serviceEmotional intelligence and prior people management experience to effectively lead, support, and manage a team of advisorsExpertise in scaling operations, with strong problem-solving and critical thinking skills, to navigate complex challengesProven experience in end-to-end project delivery, guiding teams through periods of changeExcellent leadership, communication, and interpersonal skills to guide and motivate a teamStrong analytical skills and a data-informed approach to identify trends, gaps, and opportunities for improvementSpecialist experience of inbound channels such as socials, complaints or financial services would be desirableExperience using Zendesk would be preferableOur CultureOur members, partners and colleagues are at the heart of everything we do.

Our colleagues are integral to helping create the unique experience we deliver, so we’re genuinely committed to creating a place where our team love to work, and people want to join.

We work as a team and try to have a bit of fun while we do it, and we recognise the importance of culture and the positive impact it can have on performance for you, the team, our organisation and our members.

We believe in attracting the best talent no matter where you are.

We promote hybrid working, but we value in-person collaboration so encourage time in our offices.

How regular and in which office location depends on the role and team.

We don't offer remote-only roles.We're also recognised as a Top 100 Great Place To Work UK, one of the UK's Best Workplaces for Wellbeing, Top 100 Best Workplaces for Women and recognised as investors in wellbeing by Investors in People.What We OfferHybrid working and flexible hoursFree parking and EV charging onsite25 days plus public holidays, buy and sell and an additional day off for your birthdayA company bonus schemeGreat social events e.g., Christmas party, family fun day, summer party, sports matchesRelaxed dress code and modern office space (games area, chill-out areas, book club, free coffee/tea/soft drinks/snacks)Onsite gym (including access to free HIIT & stretch classes)Learning and development opportunitiesGroup auto-enrolment pension planEnhanced maternity, paternity, sick payCompany funded private medical insuranceHealthcare cashback planEmployee assistance programme (including mental health support)35 hour working week #LI-HybridRemote Status: hybridLocation 124-28 Bloomsbury WayLondonLondonWC1A 2SNUnited KingdomLocation 2
*(if applicable)Charnwood Edge Business ParkCossingtonLeicesterLE7 4UZUnited Kingdom
Remote working/work at home options are available for this role.

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