Blue Light Card
Individually great, together unstoppable
The Role and the Team
We have an exciting opportunity for an experienced Head of Success to join us and oversee our UK Member Operations and Experience teams. You’ll lead high-performing teams while playing a key role in optimising customer service platforms, enhancing operational excellence, and protecting our members from fraud.
Our Member Services team is dedicated to delivering an exceptional experience for our 5.4 million+ members, supporting them throughout their journey with the Blue Light Card community.
What You’ll Do
* Develop and implement Member Operations strategies aligned with business objectives, ensuring efficient and effective service delivery
* Utilise your expertise in fraud operations to establish robust detection and prevention mechanisms, protecting both the organisation and our members
* Establish and monitor performance metrics to measure success and identify areas for improvement
* Lead, mentor, and develop the member operations and member experience teams, fostering a positive and collaborative team culture focused on continuous improvement
* Be the subject matter expert for Zendesk, overseeing its administration, process design, integration, and ongoing management
* 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
What You’ll Bring
* Prior success managing large teams within a contact centre, driving performance metrics in a B2C environment, ideally within the tech industry
* Proven experience in the Financial Services sector, with a strong focus on fraud prevention and detection
* Zendesk subject matter expertise, or high-level competency in a similar customer service system
* Emotional intelligence and empathy, fostering an inclusive and supportive team environment
* Demonstrated ability to scale teams and departments, nurturing talent, building scalable processes, and supporting sustainable growth in a fast-paced business
* Strong analytical and critical thinking skills, with a proactive approach to problem-solving
Our Culture
Our mission is simple – make heroes happy. Our members are the real-life heroes who keep us all safe, cared for, and thriving. It’s what motivates us daily to think bigger and create meaningful impact. By focusing on their happiness, we deliver exceptional experiences, discounts, innovative products, and world-class service.
We embrace a culture of ownership, agility, and collaboration, working shoulder to shoulder to build something special. We are committed to diversity and inclusion, believing that different perspectives help us grow, innovate, and better serve our communities.
We promote hybrid working, valuing in-person collaboration to make the most of our offices in Leicestershire and London, Holborn. Flexibility is key, though fully remote work is not currently available.
What We Offer
* Hybrid working and flexible hours
* 35-hour working week
* Free parking and EV charging at HQ
* 25 days annual leave plus birthday day off, with buy/sell holiday scheme
* Company bonus scheme
* Blue Light Card with exclusive discounts
* Social events and recognition programs
* Modern office space with amenities
* Onsite gym and wellness classes
* Learning and development opportunities
* Group pension plan
* Enhanced parental and leave policies
* Private medical insurance and healthcare cashback
* Mental health support and employee assistance programs
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