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Blue Light Card. Individually great, together unstoppable The Role and the Team We have an exciting opportunity for an experienced and people-focussed leader to join us as Head of Member Operations and oversee our UK Member Operations team. 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. What You’ll Do • 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, • Prior success leading a large, high-performing customer service or customer operations 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. 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 gets us up in the morning and pushes us to go further, think bigger, and create something that truly matters. By focusing on their happiness, we create amazing experiences, deliver unrivalled discounts, innovative products, and world-class service. We don’t just follow the usual path - we look for smarter, bolder ways to deliver real impact. We take ownership, move fast, and work shoulder to shoulder to build something special. We’re committed to building a diverse and inclusive team where everyone feels they belong. Different perspectives and experiences help us grow, innovate, and better reflect the communities we serve. We promote hybrid working, and value in-person collaboration so encourage time in our offices, where you can make the most of our fully stocked snack drawers – either the HQ in Leicestershire, or London, Holborn office. The frequency and office location will vary depending on the role and team, we aim to be flexible, but we aren’t able to offer fully remote working. 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 & 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 #LI-Hybrid Remote Status: hybridLocation 1 Charnwood Edge Business ParkCossingtonLeicesterLE7 4UZUnited KingdomLocation 2 *(if applicable)