At a Glance
- Tasks: Lead operational change and ensure smooth project launches for our members.
- Company: Join Blue Light Card, where we make heroes happy every day.
- Benefits: Enjoy 25 days leave, a personal growth fund, and exclusive discounts.
- Other info: Hybrid working with a vibrant office culture and great career growth.
- Why this job: Shape the future of member operations and make a real impact.
- Qualifications: Experience in operational readiness and strong planning skills required.
The predicted salary is between 45000 - 55000 £ per year.
Blue Light Card. Individually great, together unstoppable
The Role and the Team
Member Operations is entering one of its most exciting chapters yet.
Over the next 12 to 18 months, the way we serve our members and use our technology is evolving, with AI playing a growing part in how we look after the heroes who rely on us.
As our Operational Change Manager, you'll be the connection between Member Operations and the wider business.
You'll join project kick-offs alongside Product, Engineering and Partnerships colleagues, speak up for what the operation needs, and bring clear requirements back to the team so that every launch lands well for our members.
This is a brand new role, created so that change is understood early, planned together and owned by the right people.
Reporting to the Head of Member Operations, and with one direct report of your own, you'll work closely with programme managers and senior colleagues across operations, taking the coordination of operational readiness off busy managers' plates and helping them build their own confidence in managing change.
It's a chance to shape how Member Operations and the rest of the business work together, at a moment when that partnership matters most.
What You'll Do
- Represent Member Operations in kick-offs and planning for business-wide projects, product launches, partner updates and pricing changes, making sure operational needs and member experience are considered from the outset
- Assess how changes coming into the operation, and those made within it, will affect servicing demand, processes, systems, colleague capability and member experience, then turn that into clear, practical requirements
- Own and drive operational readiness plans, applying a consistent approach whether a change is a small tweak or a major launch, and keep owners and timelines clear through to go live
- Coordinate training, communications, knowledge base updates and process changes so teams feel prepared and supported before anything launches
- Show operational managers what good looks like in scoping change, and bring them along so that ownership of change is shared across the team
- Build trusted relationships with Product, Engineering, Partnerships and programme teams, offering constructive challenge and clear, simple updates in both directions
- Spot risks early, escalate at the right moment and adjust plans when things drift off course
- Review how each change has landed once it is live and use what you learn to shape future readiness planning
- What You'll Bring
- Proven experience delivering operational readiness, change or implementation work in a customer operations, contact centre or customer service environment
- Experience turning business and project changes into clear, practical operational requirements, and applying a structured approach to prioritise change of different sizes, from a small tweak to a new proposition
- Strong planning and organisation skills, with the ability to run several readiness activities at once, using tools such as Jira and Confluence to keep work on track
- Strong stakeholder skills, with a track record of listening well, explaining clearly and challenging constructively with colleagues at every level
- Experience mentoring or managing colleagues, with people management preferred but not essential, and a track record of building support and bringing others along through change
- A track record of taking ownership while knowing when to escalate, staying composed and adapting plans as things evolve at pace
- Exposure to AI, or change linked to it, and an awareness of frontline ticketing tools such as Zendesk would be a bonus, but are not essential
- Our Culture
Our mission is simple: make heroes happy.
Our members are real-life heroes who keep us all safe, cared for, and thriving.
It's what gets us up in the morning, what makes us want to 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 promote hybrid working, and value in-person collaboration so encourage time in our offices – 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.
Blue Light Card is an equal opportunities employer.
We're committed to building a diverse and inclusive team where different perspectives and experiences help us grow, innovate, and better reflect the communities we serve.
We make recruiting decisions based on your experience and skills.
In the event of a high number of applications, we'll prioritise candidates who meet both the essential and desirable criteria for the role.
What We Offer
- 25 days annual leave plus public holidays and an additional day off for your birthday
- A Moments that Matter day – one extra day of leave each year to use for something that matters to you
- Buy and sell holiday scheme of up to 5 days
- A volunteering/fundraising day – one paid day each year to give something back to the community
- Annual company bonus scheme – linked to both company and individual performance
- Your own Blue Light Card and exclusive access to thousands of discounts
- Personal growth fund of £450 per year to invest in your development
- Private Medical Insurance that includes cover for pre-existing conditions
- Auto-enrolment pension scheme via salary sacrifice, with 100% of employer NI savings reinvested into your pension
- Enhanced Maternity, Partner, Adoption and Shared Parental Leave
- Healthcare cash-back plan
- Colleague Assistance Programme – 24/7 confidential support whenever you need it
- Hybrid working and flexible hours
- EV charging and free parking onsite at HQ
- Relaxed dress code and modern office space (games area, chill-out areas, book club, free drinks and well stocked snack drawers!)• On-site gym including free HIIT and stretch classes at HQ #LI-Hybrid
Operational Change Manager in Charnwood employer: Blue Light Card
At Blue Light Card, we pride ourselves on being an exceptional employer that champions the happiness of our members and employees alike. Our vibrant work culture fosters collaboration and innovation, with a strong emphasis on personal growth through a dedicated development fund and flexible working arrangements. Located in Leicestershire or London, we offer a range of benefits including generous annual leave, private medical insurance, and a supportive environment that values diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Operational Change Manager in Charnwood
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Blue Light Card. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Blue Light Card before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Operational Change Manager in Charnwood
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Blue Light Card:Your cover letter is your chance to shine! Tell us why you want to work at Blue Light Card specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Blue Light Card!
How to prepare for a job interview at Blue Light Card
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
