Member Services Manager

5 days ago


London LE UZ, United Kingdom Blue Light Card Full time
About Us

We're Blue Light Card, a forward-thinking organisation committed to delivering exceptional experiences for our members. Our mission is to create a unique and personalised experience that exceeds expectations.

As a Customer Operations Manager, you'll play a key role in shaping the future of our Member Services team. You'll be responsible for leading a high-performing team of advisors, ensuring our members receive outstanding support and service.

Key Responsibilities:

  1. Team Management: Motivate and develop a high-performing team of customer service advisors through coaching and support.
  2. Culture Development: Instil a customer-centric culture, focusing the team on providing rapid and effective solutions.
  3. Service Excellence: Ensure member satisfaction by handling complex queries directly and building team knowledge around critical issues.
  4. Process Improvement: Review and redesign processes to improve service efficiency, utilising data to identify trends and performance gaps.
  5. Change Management: Manage business changes within the team and drive operational improvements.

Requirements:

  • Contact centre or high-volume inbound experience with a strong understanding of customer service fundamentals.
  • Emotional intelligence and prior people management experience to lead, support, and manage a team effectively.
  • Expertise in scaling operations, with strong problem-solving and critical thinking skills.
  • Proven experience in end-to-end project delivery, guiding teams through periods of change.
  • Excellent leadership, communication, and interpersonal skills to motivate and guide a team.
  • Strong analytical skills and a data-informed approach to identify trends, gaps, and opportunities for improvement.

What We Offer:

  • Competitive salary: £50,000 - £60,000 per annum (dependent on experience).
  • Hybrid working and flexible hours.
  • Free parking and EV charging onsite.
  • 25 days plus public holidays, buy and sell, and an additional day off for your birthday.
  • A company bonus scheme.
  • Great social events, including Christmas parties, family fun days, summer parties, and sports matches.
  • Relaxed dress code and modern office space, featuring games areas, chill-out spaces, book clubs, and complimentary refreshments.
  • Onsite gym access, including free HIIT and stretch classes.
  • Learning and development opportunities.
  • Group auto-enrolment pension plan.
  • Enhanced maternity, paternity, sick pay.
  • Company-funded private medical insurance.
  • Healthcare cashback plan.
  • Employee assistance programme, including mental health support.
  • 35-hour working week.


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